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I nformation T echnology I nfrastructure L ibrary I nformation T echnology I nfrastructure L ibrary Mary Kay Wegner.

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Presentation on theme: "I nformation T echnology I nfrastructure L ibrary I nformation T echnology I nfrastructure L ibrary Mary Kay Wegner."— Presentation transcript:

1 I nformation T echnology I nfrastructure L ibrary I nformation T echnology I nfrastructure L ibrary Mary Kay Wegner

2 Help Desk MKWEGNER ITIL Overview ITIL Goals The Service Desk (why should we be so excited about ITIL) Service Support Processes & Service Delivery Processes Resources (including certification and implementation)

3 Help Desk MKWEGNER ITIL Goals 1. Align IT Services with the business needs (current and future) 2. Improve the quality of IT services 3. Reduce the long-term cost of provisioning IT services

4 Help Desk MKWEGNER But first … a little context Where and when did ITIL originate? Which companies will benefit? Why all the excitement … now?

5 Help Desk MKWEGNER ITIL Processes Service Delivery - Defining quality services & the framework within which to deliver them; more strategic in nature; working with the customers of IT Services Service Support – Supporting quality services; operational/tactical in nature; working with the users of IT services

6 Help Desk MKWEGNER ITIL Processes Service Support SERVICE DESK function Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Availability Management Capacity Management IT Service Continuity Financial Mgmt of IT Services

7 Help Desk MKWEGNER SERVICE DESK The question is not … Why Should We Have A Service Desk? The question is … What Would We Do Without One?

8 Help Desk MKWEGNER SERVICE DESK A function, not a process The goals of the service desk are to: –Provide a single point of contact for customers and users –Facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities

9 Help Desk MKWEGNER SERVICE DESK responsibilities: Serve as SPOC (single point of contact) Communication Recording, Assessment & Tracking Monitoring & Escalation Coordination Resolution & Closure Provide Management Information Problem Identification

10 Help Desk MKWEGNER SERVICE DESK INCIDENT MGMTPROBLEM MGMTCONFIG MGMT CHANGE MGMTRELEASE MGMT Service SUPPORT Processes Operational, addressing the support of IT service consumers aka USERS

11 Help Desk MKWEGNER Service Support Processes Incident Management Problem Management Configuration Management Change Management Release Management

12 Help Desk MKWEGNER Incident Management The primary objectives are to … –Restore normal service operation as quickly as possible (and) –Minimize the adverse impact on business operations Normal Service Operation is defined as service operation within Service Level Agreement limits

13 Help Desk MKWEGNER Incident Mgmt ACTIVITIES Incident detection and recording Classification and initial support Investigation and Diagnosis Resolution and Recovery Incident Closure Ownership, monitoring, tracking and communication

14 Help Desk MKWEGNER TERMINOLOGY: Priority IMPACT (business criticality) + URGENCY (the necessary speed to solve an incident) = PRIORITY

15 Help Desk MKWEGNER TERMINOLOGY: Incident or Service Request? An incident is defined as any event which (a) is not part of the standard operation of a service and (b) causes, or may cause, an interruption to, or reduction in, the quality of service A service request represents an addition, modification or deletion of an existing service or component

16 Help Desk MKWEGNER TERMINOLOGY: Incidents or Problems? An incident is defined as any event which (a) is not part of the standard operation of a service and (b) causes, or may cause, an interruption to, or reduction in, the quality of service A problem is an unknown underlying cause of one or more incidents

17 Help Desk MKWEGNER Problem Management The primary objective is the … Detection of the underlying causes of an incident and its subsequent resolution and prevention. Seeks to get to the root cause of incidents and then initiates actions to improve or correct the situation

18 Help Desk MKWEGNER Problem Mgmt ACTIVITIES Problem Control Error Control Proactive Problem Management Note: very often the problem manager and the knowledge manager are one and the same person (so closely interrelated)

19 Help Desk MKWEGNER PROBLEM CONTROL Problem identification and recording Problem classification Problem investigation and diagnosis Note these activities are distinct from incident management ERROR CONTROL Error identification and recording Error assessment Recording error resolution (investigation of solution; the creation of a request-for- change RFC) Error closure Monitoring problem and error resolution progress

20 Help Desk MKWEGNER Proactive Problem Mgmt Trend Analysis Targeting support action Providing information to the organization Conducting major problem reviews

21 Help Desk MKWEGNER Incident Management REACTIVE If you never get past Incident Management you will never stop being a REACTIVE Service Desk!!

22 Help Desk MKWEGNER Configuration Management The primary objective is the identification, recording and reporting of IT components, including their versions, constituent components and relationships. Asset Management on Steroids!!

23 Help Desk MKWEGNER Config Mgmt ACTIVITIES Planning (the hardest part) Identification (selecting which specifics, allowing only those details into the CMDB) Control (maintaining internal controls) Status Accounting (current and historical status on each CI) Verification & Audit (more formal validation/audit, identify discrepancies and fix process)

24 Help Desk MKWEGNER Config Mgmt TERMINOLOGY CI – configuration item; each component in the IT infrastructure CMDB – configuration management database DSL – definitive software library Baseline – a snapshot of details about each CI at a moment in time

25 Help Desk MKWEGNER Config Mgmt

26 Help Desk MKWEGNER Change Management Ensures that standardized methods and procedures are used for efficient and prompt handling of all changes to minimize the impact of change-related incidents on business operations. Focused on approvals and internal controls Recommendation: Change Advisory Board

27 Help Desk MKWEGNER Release Mgmt ACTIVITIES As distinct from change management … release management processes include the planning, design, build, configuration and testing of hardware and software through the use of formal procedures and checks before packaging and distributing releases into the production/customer environment.

28 Help Desk MKWEGNER RM Key Performance Indicators (KPIs) % of releases on time and budget # of Incidents caused by releases Accuracy of DSL Software licensing compliance Accuracy of CMDB

29 Help Desk MKWEGNER What a wonderful world it would be … SERVICE DESK RELEASE MGMT INCIDENT MGMT PROBLEM MGMT CONFIG MGMT CHANGE MGMT

30 Help Desk MKWEGNER BREAK

31 SERVICE DESK AVAILABILITY MGMTCAPACITY MGMTCONTINUITY MGMT FINANCIAL MGMTSERVICE LEVEL MGMT Service DELIVERY Processes Strategic, addressing the customers of IT services – those who commission, pay for and own the IT Services

32 Help Desk MKWEGNER Service Delivery Processes Service Level Management Availability Management Capacity Management IT Service Continuity Management Financial Management for IT Svcs

33 Help Desk MKWEGNER Service Level Management To maintain and improve IT service quality through a constant cycle of identifying, agreeing to, monitoring and reporting on IT Service achievements. This process involves more than just creating Service Level Agreements.

34 Help Desk MKWEGNER Service Level Mgmt ACTIVITIES Create a service catalog Negotiate and manage Service Level Agreements (SLAs) Implement Service Level Management Conduct service review meetings Implement a service level improvement program Establish SLA, contract and OLA maintenance cycle

35 Help Desk MKWEGNER Financial Mgmt for IT Services What? –Budgeting –Accounting –Charging (optional) Why? –Increase confidence in IT budgets –Enhance accuracy of cost information in support of IT investments

36 Help Desk MKWEGNER Availability Management Enables the business to satisfy its objectives by delivering a cost effective and sustained level of availability. Availability has a cost ~ Unavailability has a cost too!

37 Help Desk MKWEGNER Availability Mgmt BENEFITS Design IT services to deliver levels of availability required by the business Provide availability reporting to demonstrate reliability and maintainability Reduce over time the frequency and duration of incidents that impact availability

38 Help Desk MKWEGNER Availability Mgmt BENEFITS A single point of accountability (process owner) is established within the IT organization IT Services are designed to meet the IT Availability requirements determined from the business The levels of IT Availability are cost justified The levels of Availability required are agreed to, measured, and monitored to fully support Service Level Management Shortfalls in achieving the required levels of availability are recognized and appropriate corrective actions identified and implemented A business and user perspective of IT Service Availability is taken toe nsure optimal usage and performance to deliver maximum benefit The frequency and duration or IT Service Failures is reduced over time IT support organization mindset moves from error correction to service enhancement; from reactive to proactive focus The IT support organization is seen to add value to the business

39 Help Desk MKWEGNER Capacity Management Ensures that the capacity of the IT Infrastructure matches the evolving demands of the business in the most cost-effective and timely manner

40 Help Desk MKWEGNER Capacity Mgmt ACTIVITIES Ongoing –Monitoring –Analysis –Tuning –Implementation –Demand Management –Storage of Data in the CDB Ad Hoc –Modeling –Application Sizing Regular Activities –Production of the Capacity Plan

41 Help Desk MKWEGNER IT Service Continuity Mgmt ~ aka ~ Disaster Recovery Business Impact Analyses Risk Assessments Business Continuity Strategy

42 Help Desk MKWEGNER ITIL Processes Service Support SERVICE DESK function Incident Management Problem Management Configuration Management Change Management Release Management Service Delivery Service Level Management Availability Management Capacity Management IT Service Continuity Financial Mgmt of IT Services

43 Help Desk MKWEGNER Discussion … Who (or what) can be ITIL certified? How is your organization measured against ITIL objectives? How do we sell ITIL? What do we implement first? Other resources … see handout

44 Help Desk MKWEGNER ITIL Certifications … ITIL FOUNDATION CERTIFICATE No prerequisites (orientation training helpful) One-hour, 40 questions, all multiple choice ITIL PRACTITIONERS CERTIFICATE Requires: Foundation cert + practical experience 1) In-course assessment 2) Two-hour, 40 question, multiple choice re: case study. [8 of 10 processes have associated practitioner certifications (nothing for continuity mgmt or release mgmt)] ITIL MANAGERS CERTIFICATE Requires: Foundation cert; 3 years + training 1) In-course assessment 2) Three-hour case-study essay exam in Service Delivery 3) Three-hour case-study exam in Service Support

45 Help Desk MKWEGNER Selling others on the value of ITIL PAIN can be a great motivator … few organizations developed a comprehensive service management approach from the start. Most come to the realization that their IT service provision is inconsistent at best, or out-of- control at worst.

46 Help Desk MKWEGNER A phased approach … The implementation of ITIL processes (or improvements to existing processes) brings benefits immediately. An organization does not need to wait until all processes are in place to realize significant benefits!!

47 Help Desk MKWEGNER ITIL and MOF The ITIL philosophy is to adopt and adapt, and thats just what Microsoft did when it created Microsoft Operations Framework. MOF is a set of publications providing both descriptive (i.e., what to do and why) and prescriptive (i.e., how to do) guidance on IT service management. Microsoft published the first elements of MOF in 2000 for customer, partner and internal use. Microsoft created MOF with the following objective in mind: Create comprehensive operations guidance to help customers achieve mission-critical production system reliability, availability, and manageability on the Microsoft platform. The Microsoft Operations Framework provides in-depth technical guidance and consulting support for the operation of mission-critical systems on Microsoft technology. ItSMF recognized MOF for providing technical guidance that covers the entire spectrum of IT management, addressing the people, process, technology and management issues involved in complex, distributed and heterogeneous IT environments. To develop MOF, Microsoft worked with partners that have extensive experience with mission-critical computing. The framework is built on best practices from the IT Infrastructure Library, a series of books that hundreds of organizations around the world use for comprehensive guidance on providing quality IT services.

48 I nformation T echnology I nfrastructure L ibrary I nformation T echnology I nfrastructure L ibrary Mary Kay Wegner


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