ITIL text version

ITIL training - overview of  ITIL

The Service Lifecycle

Is

a continuous lifecycle

not necessarily carried out in order

Lifecycle phases

Service Strategy

Decides the needs, priorities and demands for desired services. Looks at value being created through services and predicts resources required.

• Demand Management
• Financial Management IT

service design

Designs the infrastructure, processes and support mechanisms need to the Availability requirements of the customer.
Holistic and integrated approach to service design.

• Supplier Management
• Information Security Management
• Service Catalogue Management
• Service Level Management
• IT Service Continuity Management
• Availability Management
• Capacity Management

Service Transition

• Knowledge Management
• Release & Deployment Management
• service asset & Configuration Management
• Change Management

Service Operations

• Event Management
• Request Fulfillment Management
• Access Management
• Problem Management
• Incident Management

Continual Service Improvement

overview

Key Definitions

service

a means of delivering value to customers by facilitating outcomes customers want to achieve.

Delivering Value

Facilitating Outcomes

"A set of specialized organizational capabilities for providing value to customers in the form of services"

Official definition

"A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific costs or risks. The role of the Service Provider is to manage these costs and risks appropriately, spreading them over multiple customers if possible"

customer

"Someone who buys goods or services. The customer of an IT service provider is the person or group who defines and agrees the service level targets. The term is also sometimes used informally to mean user - for example, 'This is a customer-focused organization".

users

"Those who use the service on a day-to-day basis. Users are distinct from customers, as some customers do not use the IT service directly."

suppliers

"Third parties responsible for supplying goods or services that are required to deliver IT services. Examples of suppliers include commodity hardware and software vendors, network and telecom providers, and outsourcing organizations."

stakeholders

wide definition

e.g.

functions, groups and teams that deliver services

external stakeholders

groupings

group

"In ITIL, groups refer to people who perform similar activities"

functions

"Functions are units of organizations specialized to perform certain types of work.... They are self-contained..."

team

"a more formal type of group. These are people who work together to achieve a common objective, but necessarily in same organisational structure."

department

"formal organizational structures which exist to perform a a specific set of defined activities on an ongoing basis"

division

number of departments grouped together

What is ITIL?

Information Technology Infrastructure Library

Current is v3 released 2007

Was owned by The Office of Government Commerce (OGC) in UK

Now owned/managed by Axelos

https://www.axelos.com/best-practice-solutions/itil

5 books in ITIL

5 phases

Service Strategy

service design

Service Transition

Service Operation

Continual Service Improvement

Intro to IT service management (ITSM)

processes have in common

inputs are data or information used by the process and may be the output from another process

characteristics

Specific results

reason process exists is to deliver a specific result. This result must be individually identifiable and countable

is a response to a set of triggers

has a customer

Measurable

documented and controlled

once under  control
can be repeated and mgd

performance driven

cost
quality

and/or

duration
productivity

organised around set of objectives

outputs

outputs conform to operational norms

includes
roles
responsibility
tools
mgt controls

include metrics

reports

process improvements

IT infrastructure management

Why ITIL is Successful

Vendor - neutral

any IT org

not tied to tech or industry

Non-prescriptive

it depends...

framework not standard

are standards that are aligned to ITIL like ISO

robust, mature, time-tested

adopt and adapt

Best Practice

learning experiences

thought leadership

= provides value to the business

"ITIL is successful because it describes practices that enable organizations to deliver benefits, return on investment and sustained success"

why adopt ITIL?

Change organisational culture

Deliver value for customers

Focus on business strategy and customer need

Management of money, risk, knowledge, resources, capabilities

Effective, efficient, and economical

Improve interaction and relationships with customers

complimentary publications

"The complimentary set of ITIL publications provides guidance to specific industry sectors, organization types, operating models, and technology architectures"

https://www.bestpracticelive.com

ITSM is complicated because...

intangible nature of output

demand tightly coupled with customer's assets

high level of contact with customers

perishable nature of output

Outcome-based definition of service

customer outcome more important than requirements

"customers seek outcomes, but do not wish to have accountability or ownership of all the associated costs and risks."

Four Perspectives of ITSM

• Partners/Suppliers
• People Perspective
• Product/Technology Perspective
• Process Perspective

Automation

"Automation is considered to improve the utility and warranty of services."

advantages

• adjust to demand
• across timezones
• basis for measuring and improving services
• computing power
• codified knowledge