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ITIL pg 1
SYSTEMSQURENT
InformationTechnology
InfrastructureLibrary - ITILreg
InformationTechnology
InfrastructureLibrary - ITILreg
presented byDonett Murphy
presented byDonett MurphyJanuary 2005
Registered Trade Mark and a Community Trade Mark of the Office of Government Commerce
ITIL pg 2
SYSTEMSQURENT
Define ITIL
Identify ITIL Core Processes
Discuss IT Delivery amp Support Model
Identify ITIL Publication
Address Who Is Implementing ITIL
Discuss Training and Certification
Define ITIL
Identify ITIL Core Processes
Discuss IT Delivery amp Support Model
Identify ITIL Publication
Address Who Is Implementing ITIL
Discuss Training and Certification
BRIEFING OUTLINEBRIEFING OUTLINE
ITIL pg 3
SYSTEMSQURENT
Oh No Not Another ModelOh No Not Another Model
GoalThe goal was to develop an approach that would be vendor-
independent and applicable to organizations with differing technical and business needs This resulted in the creation of the ITIL
GoalThe goal was to develop an approach that would be vendor-
independent and applicable to organizations with differing technical and business needs This resulted in the creation of the ITIL
ITIL pg 4
SYSTEMSQURENT
What is ITILITIL is a set of best practices standards for Information Technology (IT) service management
The United Kingdoms Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needsand goals
ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems
Emerged as the worlds most widely accepted approach to the management and delivery of IT Services because it is scaleable
Gartner measurements show that no adoption of IT Service Management to full adoption can reduce an organizationrsquos Total Cost of Ownership by as much as 48
ITIL pg 5
SYSTEMSQURENT
ITIL Core Processes
IT planning delivery and support for IT Services
Service Delivery
Availability ManagementCapacity ManagementIT Service Continuity PlanningFinancial ManagementService Level Management
Service Support
Incident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management
PlanningIdentificationControlStatus AccountingVerificationManagement Reporting
ITIL pg 6
SYSTEMSQURENT
ITIL pg 7
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
Understand and Control Costs
Associated with the Delivery of IT
Services
Manage amp Improve the Quality
Of Agreed IT Services
Ensure Cost Effective and
Sustainable Levels of Availability
Match Business Demand for IT
Services with IT Resources
Ensure the Protection of IT
Services and the Rapid Restoration of
IT Service in the Event of a Disaster
ITIL pg 8
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
CoordinateThe Rapid
Restoration of IT Services
PermanentRemoval of
Errors from the IT Infrastructure
Bring All Changes Under the Control of a
Single Set of Processes
Identify the Components and
Maintain the Content and the Context of
the of the IT Infrastructure Protect the Live
Environment by Controlling the
Release of Components
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 2
SYSTEMSQURENT
Define ITIL
Identify ITIL Core Processes
Discuss IT Delivery amp Support Model
Identify ITIL Publication
Address Who Is Implementing ITIL
Discuss Training and Certification
Define ITIL
Identify ITIL Core Processes
Discuss IT Delivery amp Support Model
Identify ITIL Publication
Address Who Is Implementing ITIL
Discuss Training and Certification
BRIEFING OUTLINEBRIEFING OUTLINE
ITIL pg 3
SYSTEMSQURENT
Oh No Not Another ModelOh No Not Another Model
GoalThe goal was to develop an approach that would be vendor-
independent and applicable to organizations with differing technical and business needs This resulted in the creation of the ITIL
GoalThe goal was to develop an approach that would be vendor-
independent and applicable to organizations with differing technical and business needs This resulted in the creation of the ITIL
ITIL pg 4
SYSTEMSQURENT
What is ITILITIL is a set of best practices standards for Information Technology (IT) service management
The United Kingdoms Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needsand goals
ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems
Emerged as the worlds most widely accepted approach to the management and delivery of IT Services because it is scaleable
Gartner measurements show that no adoption of IT Service Management to full adoption can reduce an organizationrsquos Total Cost of Ownership by as much as 48
ITIL pg 5
SYSTEMSQURENT
ITIL Core Processes
IT planning delivery and support for IT Services
Service Delivery
Availability ManagementCapacity ManagementIT Service Continuity PlanningFinancial ManagementService Level Management
Service Support
Incident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management
PlanningIdentificationControlStatus AccountingVerificationManagement Reporting
ITIL pg 6
SYSTEMSQURENT
ITIL pg 7
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
Understand and Control Costs
Associated with the Delivery of IT
Services
Manage amp Improve the Quality
Of Agreed IT Services
Ensure Cost Effective and
Sustainable Levels of Availability
Match Business Demand for IT
Services with IT Resources
Ensure the Protection of IT
Services and the Rapid Restoration of
IT Service in the Event of a Disaster
ITIL pg 8
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
CoordinateThe Rapid
Restoration of IT Services
PermanentRemoval of
Errors from the IT Infrastructure
Bring All Changes Under the Control of a
Single Set of Processes
Identify the Components and
Maintain the Content and the Context of
the of the IT Infrastructure Protect the Live
Environment by Controlling the
Release of Components
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 3
SYSTEMSQURENT
Oh No Not Another ModelOh No Not Another Model
GoalThe goal was to develop an approach that would be vendor-
independent and applicable to organizations with differing technical and business needs This resulted in the creation of the ITIL
GoalThe goal was to develop an approach that would be vendor-
independent and applicable to organizations with differing technical and business needs This resulted in the creation of the ITIL
ITIL pg 4
SYSTEMSQURENT
What is ITILITIL is a set of best practices standards for Information Technology (IT) service management
The United Kingdoms Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needsand goals
ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems
Emerged as the worlds most widely accepted approach to the management and delivery of IT Services because it is scaleable
Gartner measurements show that no adoption of IT Service Management to full adoption can reduce an organizationrsquos Total Cost of Ownership by as much as 48
ITIL pg 5
SYSTEMSQURENT
ITIL Core Processes
IT planning delivery and support for IT Services
Service Delivery
Availability ManagementCapacity ManagementIT Service Continuity PlanningFinancial ManagementService Level Management
Service Support
Incident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management
PlanningIdentificationControlStatus AccountingVerificationManagement Reporting
ITIL pg 6
SYSTEMSQURENT
ITIL pg 7
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
Understand and Control Costs
Associated with the Delivery of IT
Services
Manage amp Improve the Quality
Of Agreed IT Services
Ensure Cost Effective and
Sustainable Levels of Availability
Match Business Demand for IT
Services with IT Resources
Ensure the Protection of IT
Services and the Rapid Restoration of
IT Service in the Event of a Disaster
ITIL pg 8
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
CoordinateThe Rapid
Restoration of IT Services
PermanentRemoval of
Errors from the IT Infrastructure
Bring All Changes Under the Control of a
Single Set of Processes
Identify the Components and
Maintain the Content and the Context of
the of the IT Infrastructure Protect the Live
Environment by Controlling the
Release of Components
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 4
SYSTEMSQURENT
What is ITILITIL is a set of best practices standards for Information Technology (IT) service management
The United Kingdoms Central Computer and Telecommunications Agency (CCTA) created ITIL in response to the growing dependence on Information Technology to meet business needsand goals
ITIL provides businesses with a customizable framework of best practices to achieve quality service and overcome difficulties associated with the growth of IT systems
Emerged as the worlds most widely accepted approach to the management and delivery of IT Services because it is scaleable
Gartner measurements show that no adoption of IT Service Management to full adoption can reduce an organizationrsquos Total Cost of Ownership by as much as 48
ITIL pg 5
SYSTEMSQURENT
ITIL Core Processes
IT planning delivery and support for IT Services
Service Delivery
Availability ManagementCapacity ManagementIT Service Continuity PlanningFinancial ManagementService Level Management
Service Support
Incident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management
PlanningIdentificationControlStatus AccountingVerificationManagement Reporting
ITIL pg 6
SYSTEMSQURENT
ITIL pg 7
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
Understand and Control Costs
Associated with the Delivery of IT
Services
Manage amp Improve the Quality
Of Agreed IT Services
Ensure Cost Effective and
Sustainable Levels of Availability
Match Business Demand for IT
Services with IT Resources
Ensure the Protection of IT
Services and the Rapid Restoration of
IT Service in the Event of a Disaster
ITIL pg 8
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
CoordinateThe Rapid
Restoration of IT Services
PermanentRemoval of
Errors from the IT Infrastructure
Bring All Changes Under the Control of a
Single Set of Processes
Identify the Components and
Maintain the Content and the Context of
the of the IT Infrastructure Protect the Live
Environment by Controlling the
Release of Components
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 5
SYSTEMSQURENT
ITIL Core Processes
IT planning delivery and support for IT Services
Service Delivery
Availability ManagementCapacity ManagementIT Service Continuity PlanningFinancial ManagementService Level Management
Service Support
Incident ManagementProblem ManagementChange ManagementRelease ManagementConfiguration Management
PlanningIdentificationControlStatus AccountingVerificationManagement Reporting
ITIL pg 6
SYSTEMSQURENT
ITIL pg 7
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
Understand and Control Costs
Associated with the Delivery of IT
Services
Manage amp Improve the Quality
Of Agreed IT Services
Ensure Cost Effective and
Sustainable Levels of Availability
Match Business Demand for IT
Services with IT Resources
Ensure the Protection of IT
Services and the Rapid Restoration of
IT Service in the Event of a Disaster
ITIL pg 8
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
CoordinateThe Rapid
Restoration of IT Services
PermanentRemoval of
Errors from the IT Infrastructure
Bring All Changes Under the Control of a
Single Set of Processes
Identify the Components and
Maintain the Content and the Context of
the of the IT Infrastructure Protect the Live
Environment by Controlling the
Release of Components
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 6
SYSTEMSQURENT
ITIL pg 7
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
Understand and Control Costs
Associated with the Delivery of IT
Services
Manage amp Improve the Quality
Of Agreed IT Services
Ensure Cost Effective and
Sustainable Levels of Availability
Match Business Demand for IT
Services with IT Resources
Ensure the Protection of IT
Services and the Rapid Restoration of
IT Service in the Event of a Disaster
ITIL pg 8
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
CoordinateThe Rapid
Restoration of IT Services
PermanentRemoval of
Errors from the IT Infrastructure
Bring All Changes Under the Control of a
Single Set of Processes
Identify the Components and
Maintain the Content and the Context of
the of the IT Infrastructure Protect the Live
Environment by Controlling the
Release of Components
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 7
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
Understand and Control Costs
Associated with the Delivery of IT
Services
Manage amp Improve the Quality
Of Agreed IT Services
Ensure Cost Effective and
Sustainable Levels of Availability
Match Business Demand for IT
Services with IT Resources
Ensure the Protection of IT
Services and the Rapid Restoration of
IT Service in the Event of a Disaster
ITIL pg 8
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
CoordinateThe Rapid
Restoration of IT Services
PermanentRemoval of
Errors from the IT Infrastructure
Bring All Changes Under the Control of a
Single Set of Processes
Identify the Components and
Maintain the Content and the Context of
the of the IT Infrastructure Protect the Live
Environment by Controlling the
Release of Components
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 8
SYSTEMSQURENT
Front Office Back Office
Serv
ice D
elive
rySe
rvi ce
Sup
port
Service LevelManagement
Service LevelManagement
Service LevelManagement
ReleaseManagementRelease
ManagementConfigurationManagement
ConfigurationManagement
ChangeManagement
ChangeManagement
Change amp Configuration Management
IT ServiceContinuity
Management
IT ServiceContinuity
ManagementCapacity
ManagementCapacity
Management
AvailabilityManagementAvailability
ManagementFinancialManagementFinancial
ManagementBudgeting Accounting Charging
IT Service Planning
IT Delivery amp Support Model
IncidentManagementIncident
Management ProblemManagementProblem
Management
Incident amp Problem Management
CoordinateThe Rapid
Restoration of IT Services
PermanentRemoval of
Errors from the IT Infrastructure
Bring All Changes Under the Control of a
Single Set of Processes
Identify the Components and
Maintain the Content and the Context of
the of the IT Infrastructure Protect the Live
Environment by Controlling the
Release of Components
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 9
SYSTEMSQURENT
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 10
SYSTEMSQURENT
US Government and Commercial Implementation
IBM Global ServicesHP ServicesProcter and GambleCaterpillarShell OilBoeingState Farm InsuranceNationwide Mutual Insurance Company
Internal Revenue ServiceCentral Intelligence Agency (CIA)Department of Commerce National Institute of Standards (NIST)Department of Agriculture (USDA)National Security Agency (NSA)Department of Defense (DOD) ARMYNational Reconnaissance Office (NRO)
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 11
SYSTEMSQURENT
Individual Certification is AvailableJoin Fellow CMers in Profession Growth
Training ProvidersIntelQPink ElephantFoxITDreamCatcherOthers
Cost $850 - $1100 Based on Group SizeLocation Local with No Travel
If you are interested contact Donett Murphy before Feb 7 2005
donettmurphyaolcom 703-932-9406
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 12
SYSTEMSQURENT
ISO 9000 - BRIEFING SUMMARYISO 9000 - BRIEFING SUMMARY
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
Defined ITIL
Identified ITIL Core Processes
Discussed IT Delivery amp Support Model
Identified ITIL Publication
Addressed Who Is Implementing ITIL
Discussed Training and Certification
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 13
SYSTEMSQURENT
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
The followingSlides Were Not Part of
the Briefing Carol Farrall sent them for
distribution (part of training material)
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 14
SYSTEMSQURENT
ITIL Overview ndash Publications MapITIL Overview ndash Publications Map
copy Crown Copyright Reproducedwith the permission of OGC
Planning to Implement Service Management
Service Management
ServiceSupport
ServiceDelivery
The
Business
The Business
Perspective
Applications Management
ICTInfrastructureManagement
The
Technology
Security Management
ICT = Information and Communication Technology
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 15
SYSTEMSQURENT
ITIL IT Service ManagementITIL IT Service Management
Service Support covers 1 functional area and 5 processes-
bull Incident Managementbull Problem Managementbull Change Managementbull Configuration Managementbull Release Managementbull The Service Desk (Function)
Service Delivery covers 5 processes-bull Service Level Managementbull Capacity Managementbull Availability Managementbull Financial Managementbull IT Service Continuity
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 16
SYSTEMSQURENT Service Support Process ModelService Support Process Model
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
Managementtools
The Business Customers or Users
ProblemManagement
ReleaseManagement
ConfigurationManagement
IncidentsService Desk
CommunicationsUpdatesWork arounds
ReleasesChanges
CustomerSurvey Reports
Incidents
DifficultiesQueriesEnquiries
ChangeManagement
Problem statisticsTrend analysisProblem reportsProblem reviewsDiagnostic aidsAudit reports
CMDB reportsCMDB statisticsPolicy standardsAudit reports
Release scheduleRelease statisticsRelease reviewsSecure libraryTesting standardsAudit reports
Change scheduleCAB minutesChange statisticsChange reviewsAudit reports
Service reportsIncident statisticsAudit reports
IncidentManagement
Incidents ProblemsKnown errors Changes Releases CIs
Relationships
CMDB
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 17
SYSTEMSQURENT
Service Delivery Processes
The Business Customers or Users
Service LevelManagement
AvailabilityManagement
CommunicationsUpdatesReports
QueriesEnquiries
CapacityManagement
SLAs SLRs OLAsUcsService reportsService catalogueSIPException reportsAudit reportsRequirements
TargetsAchievements
Availability PlanDesign criteriaTargets ThresholdsreportsAudit reports
Capacity PlanCapacity databaseor CDBTargets ThresholdsCapacity ReportsSchedulesAudit reports
FinancialManagement
for IT Services
IT ServicesContinuity
Management
IT Continuity PlansBIA amp Risk AnalysisControl centersDR Contracts reportsAudit reports
Financial PlanTypes amp modelsCosts amp Changes reportsBudgets amp ForecastsAudit reports
Alerts andExceptionsChanges
ManagementTools amp ITInfrastructure
EDS Proprietary Source ITIL- CCTA Crown Copyright 2000
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 18
SYSTEMSQURENT
ITIL Process Linkages
Configuration Management
ReleaseManagement
IncidentManagement and
Service Desk
FinancialManagement
Service LevelManagement
ProblemManagement
ChangeManagement
IT ServiceContinuity
Management
CapacityManagement
AvailabilityManagement
Uses
Communicates With
Strong Relationship
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 19
SYSTEMSQURENT
CMDB
IncidentManagement
Incident Tracking
Profile info
Change Management
Requests for Change
Problem Tracking
HW amp SW Attributes amp Relationships
SW Acceptance Stages
SW releases Charging Data
Service RequestsChange or Request PriorityProfile info
Problem Management
ReleaseManagement
Configuration Management ProceduresDocs
Roles amp Resp
Known Error Reporting
Workarounds
DSL
Availability Requirements
Capacity Plan
Costing Data
Risk Analysis
SLAs
OLAs
UCs
Service Level Management
Availability Management
Capacity Management
IT Continuity Planning
Financial Management
Downtime recording
Forecasts
Organizational Info
Continuity Plans
Test Results
MANAGEMENT INFORMATION
Holistic Configuration ManagementHolistic Configuration Management
EDS Proprietary
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 20
SYSTEMSQURENTConfiguration Management RelationshipsConfiguration Management Relationships
Configuration Management
Asset Management
Pro
blem
Man
agem
ent
Inci
dent
Man
agem
ent
Cha
nge
Man
agem
ent
Rel
ease
Man
agem
ent
Inventory
Sec
urity
Man
agem
ent
ITS
CM
anag
emen
t
Ser
vice
Lev
elM
anag
emen
t
Rel
ease
Man
agem
ent
Impact AssessmentsRelationshipsVerificationLower CostsFewer Errors
Financial InformationService Level ThresholdsService ComponentsResponsibilitiesBusiness Impact
Greater Linkage to BusinessBetter ROIHigher Customer SatisfactionReduced Costs
PrioritizationReduced MTTRGreater User SatisfactionBetter User ProductivityEfficiency
Fina
ncia
lM
anag
emen
t
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 21
SYSTEMSQURENT
Source ITIL- CCTA Crown Copyright 2000Source ITIL- CCTA Crown Copyright 2000EDS Proprietary
Release Management Environments
Release ManagementRelease Management
Development Environment
Live Environment
Release Policy
Release Planning
Fit-for-Purpose testing
Release Acceptance
Roll-out planning
Communication Preparation and Training
Configuration Management Database (CMDB) and
Definitive Software Library (DSL)
Build and configure the Release
Controlled Test Environment
Design and develop
or order and purchase
the software
Distribution +
installation
Release Management
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 22
SYSTEMSQURENT
V 21
Development
Production
Archive (remains in DSL but status changed to archive)
DSL
V 1
V 1
V 1
V 2
V 2
V 1 V 2
V 21
Version Control
V 21Test
App1 v 10Status = Dev
CMDB
App1 v 10Status = In Test
App1 v 10Status = In Prod
App1 v 20Status = DevApp1 v 20
Status = In Test
App1 v 10Status = Archive
App1 v 20Status = Failed Test
App1 v 21Status = DevApp1 v 21
Status = In TestApp1 v 21
Status = In Prod
V 1
V 21
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
ITIL pg 23
SYSTEMSQURENT Some Useful Websites
The OGC ndash the organization that publishes the ITIL bookshttpwwwogcgovukitil
ITIL UK ndash Official Web SitehttpwwwitilcoukindexhtmlMultilingual ndash ITIL Information [Service SupportDelivery on-line]httpwwwitilworldcomLoyalist College [Belleville Ontario] ITIL Certification Agent
httpwwwitilexamscom
The global IT Service Management Forum sitehttpwwwitsmfcomThe ITSMF ndash US sitehttpwwwitsmfnetItSMF ndash IT Service Management Forum - check out EventPresentation
for local context and players httpwwwitsmfonca
General ITSM information and white-papershttpwwwpultorakcompcbititsmhtmOttawa based ITIL ServicesTraining providerldquoLinksrdquo contains a good selection of ITIL InformationSolution providers
httpwwwstaytechcom
Tools newsletters and white-papers on ITSMhttpwwwnextslmorgITIL Servicestools providerhttpwwwviadynecomviadyne_introhtm
