Bab 11 ITIL v3 Introduction
Bab 11 ITIL v3 Introduction
Bab 11 ITIL v3 Introduction
• What is ITIL?
• What about v3?
• Key Concepts
• Service Management & Delivery
• The Service Lifecycle
• The Five Stages of the lifecycle
• ITIL Roles
• Functions and Processes
• Further Learning
• Accreditation
What is ITIL?
• Service Level
– Measured and reported achievement against
one or more service level targets
– E.g.
• Red = 1 hour response 24/7
• Amber = 4 hour response 8/5
• Green = Next business day
• Service Level Agreement
– Written and negotiated agreement between
Service Provider and Customer documenting
agreed service levels and costs
Key Concepts
• Incident
– Unplanned interruption to an IT service or an
unplanned reduction in its quality
• Work-around
– Reducing or eliminating the impact of an
incident without resolving it
• Problem
– Unknown underlying cause of one or more
incidents
4 Ps of Service Management
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Service Assets
• Resources
– Things you buy or pay for
– IT Infrastructure, people, money
– Tangible Assets
• Capabilities
– Things you grow
– Ability to carry out an activity
– Intangible assets
– Transform resources into Services
Service Portfolio
Management
Availability Management
Capacity Management
ITSCM (disaster recovery)
Supplier Management
Service Level Management
Information Security Management
Service Catalogue Management
Service Catalogue
Application
Hardware Software Support s
Databases Capability
Service-based
All customers get same deal for same
services
Customer-based
Different customers get different deal (and
different cost)
Multi-level
These involve corporate, customer and
service levels and avoid repetition
Right Capacity, Right Time, Right Cost!
Cold
Accommodation and environment ready but
no IT equipment
Warm
As cold plus backup IT equipment to receive
data
Hot
Full duplexing, redundancy and failover
Information Security
Management
Confidentiality
Making sure only those authorised can see
data
Integrity
Making sure the data is accurate and not
corrupted
Availability
Making sure data is supplied when it is
requested
Service Transition
Build
Deployment
Testing
User acceptance
Bed-in
Good service transition
Service
Management
Asset and
Configuration
Change
KB Info Data
Normal
Non-urgent, requires approval
Standard
Non-urgent, follows established path, no
approval needed
Emergency
Requires approval but too urgent for normal
procedure
Change Advisory Board
Maintenance
Management
Realises Strategic Objectives and is
where the Value is seen
Processes in Service Operation
Incident Management
Problem Management
Event Management
Request Fulfilment
Access Management
Functions in Service Operation
Service Desk
Technical Management
IT Operations Management
Applications Management
Service Operation Balances
Reactive Proactive
Responsiveness Stability
Cost A QualityB
Internal External
Incident Management
3 Types of events
Information
Warning
Exception
Can we give examples?
Need to make sense of events and
have appropriate control actions
planned and documented
Request Fulfilment
Present and
Gather data
use info
• Process Owner
– Ensures Fit for Purpose
• Process Manager
– Monitors and Reports on Process
• Service Owner
– Accountable for Delivery
• Service Manager
– Responsible for initiation, transition and
maintenance. Lifecycle!
More Roles
• Process
– Structured set of activities designed to accomplish
a defined objective
– Inputs & Outputs
– Measurable
– e.g. ??
• Function
– Team or group of people and tools they use to
carry out one or more processes or activities
– Own practices and knowledge body
– e.g. ??
Further Learning
• Do a 3-day course
• We’re running one here 30th Mar – 1st April
• Many training companies run these courses
• ITSMF provides the full books
• Internet forums and Groups
– Linkedin Group
– FacebookGroup
– Both quite active
• Video:
http://cf.ilxgroup.com/itilv3pres/main.ht
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Accreditation
• Today’s seminar is
not accredited
• 3 days gives the
foundation level
• APM Group manages
accreditation and
certification
– BCS/ISEB is accredited
by APM