Software Engineering Lab ITIL and Service Desks Objects First with Java Software Engineering Lab ITIL and Service Desks Replace this with your course title and your name/contact details. © David J. Barnes and Michael Kölling

ITIL

What is ITIL? ITIL stands for the Information Technology Infrastructure Library It is a system approach to the delivery of quality IT services developed in the 1980s and 1990s. In its current form (known as ITIL V3), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle stage. ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization for establishing integration with the organization's strategy, delivering value, and maintaining a minimum level of competency. Establishes a baseline from which it can plan, implement, and measure Used to demonstrate compliance and to measure improvement.

ITIL Service Management Service management – A set of specialized organizational capabilities for providing value to customers in the form of services Service – a means of delivering value to customers by facilitating outcome the customers want to achieve without the ownership of specific costs or risks. Outcomes are possible from the performance of tasks and they are limited by a number of constraints. Services enhance performance and reduce the pressure of constraints, increasing the chances of the desired outcomes being realized Value – consists of two core components Utility – what the customer receives. "fitness for purpose" functionality offered by a product or service to meet a particular need. "what it does" Warranty – how it is provided "fitness for use a promise or guarantee that a product or service will meet its agreed upon requirement.

Service Management Lifecycle Continual Service Improvement Service Transition Brings together all the assets within a service and ensures these are integrated and tested together. Focus on quality and control of the delivery of a new or changed service into operations. Service Strategy Sits at the core of the Service Lifecycle and focuses on ensuring that our strategy is defined, maintained and then implemented. Service transition Service Operation The operational teams ensure there are robust end-to-end practices which support responsive and stable services. The Service Desk directly owns and supports incident management and request fulfilment for users, including feedback on user satisfaction. Supporting functions to the Service Desk include business support and administration teams. Specific to IT, there are Application Management, and Technical support teams that contribute to the successful resolution of major incidents that affect the business. Service Design Convert strategy into reality, through use of a consistent approach to the design and development of new service offerings: use of a common architecture understanding and translating business requirements introducing the appropriate Support requirements upon implementation of the service Service strategy Service operation Service design

The Management Processes of ITIL

Service Strategy Service strategy delivers guidance with designing, developing and implementing service management as a strategic asset Critical in the context of all processes in the ITIL Service Lifecycle Mission: to develop the capacity to achieve and maintain a strategic advantage. Service Strategy Sits at the core of the Service Lifecycle and focuses on ensuring that our strategy is defined, maintained and then implemented. Processes: Financial management: anticipates the essential management information in financial terms that is required to guarantee efficient & cost-effective services delivery. What services cost most? Why? Are we gaining a competitive advantage? Where are the biggest inefficiencies? Service portfolio management: Method to manage all service management investments in terms of business value. Objective – achieve maximum value creation while managing risks and costs. How to allocate resources across services? Price and charge-back models? Demand management: An essential aspect of service management in which offerings and demand are harmonized. The goal of demand management is to predict, as accurately as possible, the purchase of products and to balance the demand with the resources. Among competing priorities, what initiatives should we undertake?

Service Design Service Design Convert strategy into reality, through use of a consistent approach to the design and development of new service offerings: Service design deals with the design and development of services and their related processes Most important objective: design of new or changed services for introduction into production. Consider ITIL's "four P's" – people, processes, products, partners Processes: Service catalog management: maintain catalog with accurate service details and status. Service level management: ensure IT service levels are documented, agreed, and achieved Capacity management: ensure IT capacity corresponds to existing and future needs of the customer (recorded on a Capacity Plan) Availability management: ensure availability of services corresponds with the levels corresponds with levels agreed with the customer (captured in an Availability Plan) IT service continuity management: support business continuity by ensuring IT facilities and services can be restored in the agreed upon time. Supplier management: manage suppliers and their services to ensure a quality service at the right price Information security management: ensure the information security policy satisfies the organization's overall security policy

Service Transition Service Transition Brings together all the assets within a service and ensures these are integrated and tested together. Focus on quality and control of the delivery of a new or changed service into operations. Service Transition consists of the management and coordination of the processes, systems and functions required for the building, testing and deployment of new and changed services into operation. Processes: Change management: ensure that changes are implemented in a controlled manner, i.e., that they are evaluated, prioritized, planned, tested, implemented and documented. Directly relates to SDLC Maintenance Phase. Should changes go through the full SDLC process or an abbreviated process? Service asset and configuration management: understand the configuration items (code bases, servers, networking components, etc.) and how they relate to the delivery of services. If a server goes down, what IT services are affected? And what business processes do they support? Release and deployment management: aimed at building, testing and deploying services Like the development, testing, & implementation phases for software, but for services instead Knowledge management : improves the quality of decision-making for a service. Involves maintenance of a knowledge base which is available to all information stakeholders. Follows the data  information  knowledge  wisdom continuum

DIKW Wisdom Knowledge Information Data Wisdom: integrated knowledge. The ability to make correct judgments and decisions. It is an intangible quality gained through our experiences in life. "know-why" Knowledge: processed information which defines a concept which is difficult to describe. The confident understanding of a subject, potentially with the ability to use it for a specific purpose. "know-how" Information: the meaning of the data; useful transformation of data Data: a fact or a signal; generally useless by itself

Service Operation Service Operation The operational teams ensure there are robust end-to-end practices which support responsive and stable services. Service Operation involves coordinating and carrying out activities and processes required to provide and manage services for business users and customers within a specified agreed service level. Processes: Event management: an event is defined as "any detectable or discernible occurrence that has significance for the management of IT infrastructure or the deliveriy of IT service and evaluation of the impact that a derivation might cause to the service." An event could be informational, a warning, or an exception. Monitoring tools might detect a disk drive running low on space; router ACLs were updated, firewall policy was pushed. Incident management: focuses on restoring failures of services as quickly as possible for customers , so that it has a minimal impact on the business. Managing an Incident means fixing the system and to restore the service as soon as possible.  Problem management: includes all activities needed for a diagnosis of the underlying cause (often called "root cause") of incidents and to determine a resolution to those problems so the incidents do not reoccur Like the development, testing, & implementation phases for software, but for services instead Access management : the process of allowing authorized users' access to use a service, while access of unauthorized users is permitted. Often merged with Identity Management which deals with authorization itself.

Issue Continuum Problem Incident Alert Event Problem: a condition from a number of incidents that are related or have common issues. This means that it is more serious than an incident and needs separate follow up at a deeper level to avoid future incidents. Incident: unplanned interruption of an IT service, reduction in quality of service, or a failure of a configuration item that hasn’t yet impacted service. Could creates a negative impact on the service or service quality. Alert: Warning events trigger alerts Event: could signify regular operation, an exception, or a slightly unusual operation. An observed change to the normal behavior of a system, environment, process or workflow Problem Incident Alert Event Warning Exception Informational

The Lab

Implementing ITIL in a Software Engineering Tool Freshservice Asset Management Incident Management Problem Management Change Management Release Management Knowledge Management Service Catalog Management Answerbase Knowledge Management