1. ITIL® Core Concepts “Foundations to the Framework” Thatcher Deane 02/12/2010

2. What we can get directly from the ITIL Core Concepts Consistency Clarity Confidence Precision Ownership Leadership

3. ITIL Core Concepts Service Management Service Management is a set of specialized organizational capabilities for providing value to customers in the form of services –Service Management takes the form of a set of Functions and Processes for managing Services over their Lifecycle. –Service Management is also a professional practice supported by an extensive body of knowledge, experience and skills.

4. ITIL Core Concepts Service Services are a means of delivering value to customers by facilitating outcomes that customers want to achieve, without the ownership of specific costs and risks –Services facilitate outcomes by enhancing the performance of associated tasks and reducing the effect of constraints. –The result is an increase in the probability of desired outcomes.

5. ITIL Core Concepts Process … may include any of the roles, responsibilities, tools and management Controls required to reliably deliver the outputs. … structured set of activities designed to accomplish a specific objective. … takes one or more defined inputs and turns them into defined outputs.

6. ITIL Core Concepts Process Model Process inputs Processing –Procedures –Activities –Work instructions Process outputs Process triggers Metrics, Reports and Improvements

7. ITIL Core Concepts Process Model

10. ITIL Core Concepts Process Characteristics Specific Results Customers Responds to Specific Events Measurable

11. ITIL Core Concepts Process Characteristics Measurable –We are able to measure the process in a relevant manner. –It is performance driven. Managers want to measure cost, quality and other variables while practitioners are concerned with duration and productivity.

12. ITIL Core Concepts Process Characteristics Specific Results –A process exists in order to deliver a specific result. This result must be individually identifiable and countable.

13. ITIL Core Concepts Process Characteristics Customers –Every process delivers its primary results to a customer or stakeholder. The customer or stakeholder may be internal or external to the organization, but the process must meet customer expectations.

14. ITIL Core Concepts Process Characteristics Responds to a specific event –While a Process may be ongoing or iterative, it should be traceable to a specific trigger, for example a Change, Incident, or Request.

15. ITIL Core Concepts Process Owner The person accountable for ensuring that the process is being performed according to the agreed documented process and is meeting the aims of the process definition: –Accountable for the overall quality of the process –Oversees the management of, and organizational compliance to, the process –Performs role of Process Champion, Design Lead, Advocate, Coach and Protector

16. ITIL Core Concepts Process Owner The person accountable for ensuring that the process is being performed according to the agreed documented process and is meeting the aims of the process definition: –Should be a senior-level manager with credibility, influence and authority –Required to have the ability to influence and ensure compliance to the policies and procedures

17. ITIL Core Concepts Process (review) A structured set of activities designed to accomplish a specific objective. A sequence of defined actions that produces a measurable and desirable outcome. INPUT – OUTPUT – ROLES

18. ITIL Core Concepts Process development

19. ITIL Core Concepts Process Flow (example) RFC= Request for Change

20. ITIL Core Concepts Sub-Process One for each of the activities that does not fit in a one page process flow, Sub-processes should themselves each only be one page in length.

21. ITIL Core Concepts Procedures Narrative description of the step-by-step actions someone takes to follow the process (sufficiently detailed so two people would get the same result). Example: Compose Request for Change (RFC) Associate RFC to Service Desk Ticket Attend CAB meeting

22. Change Management Work Instructions Very specific bit of guidance on how to achieve a specific task within the process Example: Create RFC Open Kbox Create Ticket Set Impact to … Set Category to …. Set CC: list to …. Set Assign to ….

23. ITIL Core Concepts RACI Model CConsulted –Involvement through input of knowledge and information IInformed –Receiving information about process execution and quality

24. ITIL Core Concepts RACI Model RResponsible –Correct execution of process and activities. The person or people responsible for getting the job done AAccountable –Ownership of quality and end result of the process. The one person who has the authority for the decision, activity or process results

25. ITIL Core Concepts RACI Model Considerations Have only one “A” per activity –Ensure decision making and reporting The “A” should remain with the same role –Ensure clarity and no buck passing Do not equate the role with the individual –To maintain role distinctions Avoid having too many “R” for an activity –To reduce hand offs and risks of dropped ball

26. ITIL Core Concepts RACI Model Considerations (more) Avoid having to many “R” for a role –Ensures role can perform Avoid having to many “C” for an activity –To stream line decision making Avoid not having an “C” or “I” for a group of activities –To ensure guidance and inclusion Avoid having too many “I for a role –To ensure role gets only needed information

27. ITIL Core Concepts CALL is INCIDENT or REQUEST Call –A telephone call to the Service Desk from a User. –A call could result in an Incident or a Service Request being logged.

28. ITIL Core Concepts CALL is INCIDENT or REQUEST Incident –An unplanned interruption to an IT Service or a reduction in the quality of an IT Service. Failure of a Configuration Item that has not yet impacted service is also an Incident. (Service) Request –A request from a user for information, or advise, or for a Standard Change [new equipment software, something for which the delivery is standard practice] or for Access to an IT service.

29. ITIL Core Concepts CALL is INCIDENT or REQUEST Major Incident –Incident with impact above some agreed threshold Problem –the cause of one or more incidents Root Cause –original cause of problem

30. ITIL Core Concepts Known Error Known error –A Problem that has a documented Root Cause and a Workaround. Known Errors are created and managed throughout their Lifecycle by Problem Management. Known Errors may also be identified by Development or Suppliers.

31. ITIL Core Concepts Workaround Workaround –Reducing or eliminating the Impact of an Incident or Problem for which a full Resolution is not yet available. For example by restarting a failed Configuration Item. Workarounds for Problems are documented in Known Error Records. Workarounds for Incidents that do not have associated Problem Records are documented in the Incident Record.

32. ITIL Core Concepts Impact --- Urgency --- Priority Impact –measure of the effect of an Incident, Problem or Change on Business Process. Impact is often based on how Service Levels will be affected. Urgency –measure of how long it will be until an Incident, Problem or Change has a significant Impact on the Business. Priority –A Category used to identify the relative importance of an Incident, Problem or Change.

33. ITIL Core Concepts Impact --- Urgency --- Priority Impact – based on how Service Levels (in an SLA or as understood by the operations staff) will be impacted. Urgency – time frame in which incident must be resolve to avoid impact. Priority – based on Impact and Urgency … used to identify required times for actions to be taken.

34. Impact + Urgency = Priority Examples: High Impact Incident may have low Urgency, for example if the Impact will not affect the Business until the end of the financial year. Low Impact Incident may have high Urgency, for example low initial impact growing rapidly to high impact: email flood to two users soon to be email system slow down.

35. Impact + Urgency = Priority (3/3) 321 432 543 Low Medium High High Medium Low

36. Mahalo! Questions -- Comments ???

37. Change Log Date, name, change, revision number 2/12/10, TDeane, Initial Draft_01 2/12/10, TDeane, Some revisions after review at today’s ITIL core team meeting Draft_02 2/17/10, TDeane, Removed some notes cloned from other presentations, fixed long notes to fit on one page. Other small corrections and improvements. Draft_03 3/4/10, TDeane, added County of Maui logo to cover slide. Simplified and improved the notes for the first slide. DRAFT_04 3/11/10, TDeane, added slides for Process review, flow, sub processes, procedure, and work instructions. DRAFT_05