1. Introduction to ITIL Martin Sarnovský
Department of Cybernetics and Artificial Intelligence
Faculty of Electrical Engineering and Informatics
Technical University of Košice

2. Content IT Service IT Management ITIL – Introduction ITIL – History
ITIL – Basics

3. Idea of an ideal (IT) world
IT infrastructure never fails
Support teams work together
Documentation is always up-to-date
New systems are being introduced without problems
Users are always trained for new systems
We never have to solve the same problem twice
Customers are always happy

4. Why do organizations invest in IT?
They expect that IT will help them to implement their business plans
IT will help to ensure the functioning of the inside-business activities
Faster
More Efficiently
More Reliably
Cheaper
Shift from products towards services

5. IT Service Management
Advanced ICT technologies are necessary, not sufficient
Technology itself will not guarantee the operation of services
IT Service Management -
ITSM = IT Service Management
ITSM is focused on management of interaction between people, processes and technology
„Ensure delivery of quality IT Services that support the business objectives of the organization by using the cost effective resources“
ITSM is technique of Control of the IT services, includes development of service, implementation and support
Objective – to provide quality services to customers

6. Service
Definition:
A means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Outcomes for customer
Sales people spending more time interacting with the customers
Delivered by service
Remote access service that enables reliable access to corporate sales systems from sales people’s laptops and mobile devices
Service Management
Set of specialized organizational capabilities for providing “value” to customers in the form of services

7. IT Service Definition:
One or more IT systems and mechanisms which enable a business processes of the organization
Examples of IT services
Infrastructure services (operation of infrastructure, data, communication)
Application services (operation, installation of applications etc.)
Training of users
Minor services (statistics, billing ...)
Is not service
MS Outlook, Exchange server, CISCO, 10Mbit Internet connection
Is service
service with support

8. SLA – Service Level Agreement
The basic tool for the IT services management via services
SLA (Service Level Agreement) defines major interfaces between IT service supplier (e.g. IT department of the organization) and customer (e.g. business customers)
Definition of rights and obligations of suppliers and customers
Service hours, availability, quality, reliability
Customer support, performance parameters, change management, security
Financial aspects (cost, payment method)

9. Frameworks of IT Service Management
ITIL (IT Infrastructure Library)
Author – OGC
At first, only the UK, USA, NL, today the whole world
CobiT (Control objectives for Information and Related Technology)
USA
Focused especially on audit of IT and support of senior management
CMMI (Cabability Maturity Model Improved)
Especially focused on software development
ISO 17799
Standard for improving practices of organization in the area of information security

10. ITSM standardization Standards for IT Service Management
Methodology – series of steps that leads to the acquisition/application of knowledge (defined by framework)
Standard – defined and confirmed on the basis of a set of methods and criteria
ISO Standards for IT or BS (British standards)
BS15000
ISO20000

11. CobiT Control Objectives for Information and related Technology (1996)
Framework that exceeds IT Service Management – IT Governance
The system by which the current and future use of ICT is directed and controlled. It involves evaluating and directing the plans for the use of ICT to support the organisation and monitoring this use to achieve plans. It includes the strategy and policies for using ICT within an organisation.
Objective - to provide a framework for the management and control system over the IT environment (set up just like other management and control systems of organization)
34 processes v 4 domains
Plan and Organize
Acquire and Implement
Deliver and Support
Monitor and Evaulate

12. CMMI Capability Maturity Model Integration (1996)
Model of basic processes in organization that contains recommendations how to effectively implement them
Model CMMI defines 3 components
Required – must be implemented in the control processes
Expected – practices, may be implemented
Informative – references, background papers
The framework focused on the development and maintenance of SW but also services

13. ITIL ITIL – IT Infrastructure Library A set of publications (5)
Is a set of so-called best practices – guidance for ITSM
Best practices – verified in practice
Implementation of the things that have demonstrated their operational capability and effectiveness in practice

14. History of ITIL Origins – UK, 80. years
Government agency CCTA (Central Computer and Telecommunications Agency) – pursuit of standard similar to ISO 9000 but focused on providing IT services
The contract for the development of manuals, that must followed by the suppliers of IT services
UK, 90. years
OGC (Office of Government Commerce) is formed and becomes an authority in reissuing a series of ITIL publications
Formation of itSMF (IT Service Management Forum)
Later, the framework is taken over by private sector

15. History of ITIL (2) ITIL version 1.0
46 publications ( ), best practices from IT Service Management for the purposes the British government offices and entities providing IT services to government
ITIL version 2
2001, publications issued during
Already under the name of OGC
Reduction of the original range to 8 books, including new, previously separated books into the current version of ITIL Service Support and Service Delivery
ITIL version 3
30. May 2007 – official release of 5 publications – core ITIL v.3
ITIL 2011 – the owner is no longer a OGC but HM Government.

16. ITIL v.2 – deficiencies
The reason for upgrading to v.3 – formal objections of OGC
Publications were describing an implementation of ITIL too vaguely, the requirement for standardization was increased
The absence of clearly defined metrics and mechanisms to ensure improvement of the processes
Insufficiently covered area dealing with suppliers and with sourcing
Improper mapping of IT processes to business processes
The absence of the mapping of process roles to organizational business structures

17. ITIL v.3 3 parts Key publications create core
cover individual parts of the service life-cycle
Complementary publications form extension of core (circumference)
describe specifics of ITIL, depending on particular area, environment or situation
Documentation on the Web, which will be created by supplemental dynamic resources such as process maps, templates, documents and so-called white papers or case studies.

19. ITIL v.3 (2) Service Strategy Service Design
The core of life-cycle service in compliance with ITIL
What services should be provided
Who are to be provided
How will be measured the performance of services
A key process
Service Portfolio Management
Demand Management
SLP – Service Level Package
Service Design
Service Catalogue Management – central source of information about IT services delivered by service providers
Capacity Management
Availability Management
ITS Continuity Management – Risk Management, analysis of the impact on business
Information Security Management
Service Design Package

20. Continual Service Improvement
ITIL v.3 (3)
Service Transition
Purpose – deliver designed services into service
Change management
Planning and support of transition
Release and deployment management
Service validation and testing
Evaluation
Service Operation
Event management
Incident management
Request Fulfilment
Problem management
Service Desk
Continual Service Improvement

22. Characteristic features
Process management
To control services is used process-oriented approach, process is controlled, monitored, measured, evaluated and constantly enhanced
Customer-oriented approach
Processes designed considering the customer's needs (all)
Clear terminology
Eliminates misunderstandings
Platform independence
Can be used also outside ICT, in any business, in any service
Public Domain
May be implemented by anyone within own organization

23. Business benefits
The main objective
start cycle of continuous improvement of processes quality
Specific benefits to the individual parts of ITIL
Improving the quality of IT services
Availability and reliability of IT systems
Improvement of communication flows
Higher productivity
Reducing the volume of repetitive work

24. The relationship between ITIL and ISO 20000 (chronology)

25. Application Support ITIL
Portal PinkElephant (
Certification and verification of ITIL tools, certification program PinkVerify+
PinkVerify Service Support Enhanced
is granted to software tool, if it covered Incident Management, Problem Management, Change Management, Configuration Management and at least one of - Service Level Management, Release Management or Availability Management
PinkVerify Service Support
if are covered Incident, Problem, Change and Configuration Managements
PinkVerify Service Monitoring
if is compatible with the processes of Availability Management and Capacity Management.
PinkVerify Service Deployment
if is compatible with the processes of Change Management and Deployment Management

26. Some of SW solutions HP Service Manager
PinkVerify™ Service Support Enhanced
Supports all processes of 7 controlled areas by ITIL
Web interface for creating of service request
Support of Service Level Agreement (SLA) Lifecycle Management
Support of Service Catalogue
Support of multilingual services
Support of notifications
Openness to integration:
published programming interface WEB API,
web interface integration with other applications (telephone exchange),
automatic or manual imports,
automatic processing of incoming mail.
Keeping records of access to system and data changes.
This is a relatively large and expensive tool, closely linked with other products and enhancements from HP corp.

27. Some of SW solutions (2)
OTRS (Open Ticket Request System) - source code
of this application is freely available and primarily
designed for system of technical support
Characteristics:
It is freely available licensed under the GNU GPL13.
Supports only processes of Incident Management, Problem Management,
Service Level Management and after extension of ITSM 1.0 it also contains support for
Configuration Management and its CMDB.
A simple web-based tool that is able to work on any web server capable to run Perl scripts.
It is still "alive" and evolving project.

28. ITIL application
For which businesses is ITIL suitable?
Public sector - ministries and government departments, provincial, municipalities and local authorities, ...
Private sector - financial institutions, telecommunications, transport, trade, service providers
Size of the Enterprise:
Small and Medium Enterprises? ITIL lite
Large (from the smallest establishments to multinational)
Significant the extent of IT
There is no need to be limited only to the IT services

29. What ITIL does not provide?
It does not contain recommendations for specific tools
It does not dealt with the methodology of implementation (provides advices, for a methodology PRINCE2 to be used)
It does not dealt with the specific form of organizational structures
ITIL is not a methodology but a framework for processes design, it provides framework advices on how to proceed with an introduction of ITSM
Advantages
Freedom during processes implementation
Since it is platform and implementation independent, outcomes from all departments are compatible and universally applicable (SW tools, trainings, consulting services)

30. Questions?
More info - WIKI page of the course:
Info also at