ITIL For Dummies v1

ITIL for Dummies
Description - What is ITIL?.............................................................................................3

The Objective – Why Use ITIL?......................................................................................3
The Components.............................................................................................................4
Service Support...............................................................................................................5
The Service Desk Function..........................................................................................................6
Goal..................................................................................................6
Definitions.......................................................................................6
Activities..........................................................................................6
Benefits............................................................................................6
Possible Challenges.........................................................................6
Possible Key Performance Indicators..............................................7
Incident Management .................................................................................................................7
Goal..................................................................................................7
Definitions.......................................................................................7
Activities..........................................................................................7
Benefits............................................................................................7
Problem Management .............................................................................................................8
Goal..................................................................................................8
Definitions.......................................................................................8
Activities..........................................................................................8
Benefits............................................................................................8
Change Management ..........................................................................................................9
Goal..................................................................................................9
Definitions.......................................................................................9
Activities........................................................................................10
Benefits..........................................................................................10
Possible Challenges.......................................................................10
Possible Key Performance Indicators............................................10
Release Management ................................................................................................................10
Goal................................................................................................10
Definitions.....................................................................................11
Activities........................................................................................11
Benefits..........................................................................................11
Configuration Management ......................................................................................................13
Goal................................................................................................13
Definitions.....................................................................................13
Activities........................................................................................13
Benefits..........................................................................................13
Service Delivery.............................................................................................................14
Service Level Management (SLM)............................................................................................14
Goal................................................................................................14
Definitions.....................................................................................15
Activities........................................................................................15
Version 1.3 Page 1 of 22

ITIL for Dummies
Benefits..........................................................................................15
Financial Management For IT Services ....................................................................................16
Goal................................................................................................16
Definitions.....................................................................................16
Activities........................................................................................16
Benefits..........................................................................................16
Availability Management ..........................................................................................................17
Goal................................................................................................17
Definitions.....................................................................................17
Activities........................................................................................17
Benefits..........................................................................................17
Capacity Management ..............................................................................................................18
Goal................................................................................................18
Definitions.....................................................................................18
Activities........................................................................................18
Benefits..........................................................................................18
IT Service Continuity Management (ITSC)..............................................................................19
Goal................................................................................................19
Definitions.....................................................................................19
Activities........................................................................................19
Benefits..........................................................................................21

ITIL for Dummies
Description - What is ITIL?
In the 1980s the quality of the IT services provided to the British Government was such that the
then CCTA (Central Computer and Telecommunications Agency, now Office of Government
Commerce, OGC) was instructed to develop an approach for efficient and cost effective use of
IT resources by ministries and other British public sector organisation. The aim was to develop
an approach independent from any supplier. This resulted in the Information Technology
Infrastructure Library – ITIL, which grew from a collection of best practices observed in the IT
service industry.
ITIL gives a detailed description of a number of important IT practices, with comprehensive

checklists, tasks, procedures and responsibilities which can be tailored to any IT organisation.
Where possible these practices have been defined as processes covering the major activities of
IT service organisations.
Every organisation aims to realize its vision, mission, objectives and policies, which means that
a set of appropriate activities has to be undertaken.
A group of activities form a process. If the process structure of an organisation is clearly
described, it will show:
• What has to be done
• What the expected result is
• How we measure if the processes deliver the expected results
• How the results of one process affect those of another process
ITIL offers a common framework for all the activities of the IT department. These activities are
divided into processes, which provide an effective framework to make the IT service
management more mature. Each of these processes covers one or more tasks of an IT
department, such as service development, infrastructure management, and supplying and
supporting the services. This process approach makes it possible to describe IT Service
Management best practices independently from the actual organization structure of the entity.
By using a process approach, ITIL primarily describes what must be included in IT Service
Management to provide IT services of the required quality.
ITIL defines the objectives and activities, and input and output of each of the processes found in
an IT organisation. ITIL does not give a specific description of how these activities should be
implemented, as this will be different in every organisation…. instead, it offers a framework for
planning the most common processes, roles and activities, indicating the links between them,
and what lines of communication are necessary.
The Objective – Why Use ITIL?
The aim of ITIL is to provide a framework within which an organization can provide its IT
services in a consistent, reliable, cost effective and measurable manner, resulting in the
following benefits to the organisation as a whole:
• The provision of IT services becomes more customer focussed and agreements about
service quality improve the relationship;
• The services are described better, in customer language, and in more appropriate detail;
• The quality and cost of the services are managed better;
• Communication with the IT organisation is improved by agreeing on the points of contact;
•
…and to the IT organisation specifically:

ITIL for Dummies
• The IT organisation develops a clearer structure, becomes more efficient, and more
focussed on the corporate objectives;
• An effective process structure provides a framework for effective outsourcing if that
becomes an option;
• Supports the introduction of a quality management system;
• Provides a uniform frame of reference for internal communications and communication with
suppliers, and standardisation and identification of procedures.
The Components
There are five main ‘elements’ addressed by the ITIL books. Each of these elements interfaces
with the other four, and overlaps them to some extent. The five elements are:
• The Business Perspective

• IT Infrastructure Management
• Applications Management
• Service Support
The ITIL ‘core’
• Service Delivery
What are the main components?
The Business Perspective – addresses areas such as

• Business Continuity Management
• Partnerships and Outsourcing
• Surviving Changes
• Adapting the business to radical changes
IT Infrastructure Management – addresses areas such as

• Network Service management
• Operations management
• Management of local processors
• Computer installation and acceptance
• Systems management
• Environmental management

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Applications Management – addresses areas such as:

• Software life cycle support
• Testing an IT service for Operational Use
Service Support – addresses areas such as:

• Incident Management
• Problem Management
• Change Management
• Release Management
• Configuration Management
Service Delivery – addresses areas such as:

• Service Level Management
• Financial Management for IT services
• Availability Management
• Capacity Management
• IT Services Continuity Management (e.g. DRP)
In addition, there are two functions which underpin all of these processes, and which are
integral to all of them i.e.
• Service Desk (e.g. Help Desk)
• Security
The following pages will focus on the two areas of Service Support and Service Delivery, and
will summarise the associated activities, tasks and measures for these two core elements.
Service Support

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 The Service Desk Function
Goal
• To provide a Single Point Of Contact (SPOC) for customers and end-users and an
operational SPOC for managing incidents to resolution
• To facilitate the restoration of normal operations service with a minimum amount of

impact to the business and customers, while remaining within agreed service levels
Definitions
Single Point of The Service Desk provides a vital day-to-day contact point between
Contact (SPOC) customers, users, It services and third-party support organisations.
Service Request Incidents logged by the Service Desk, which are a result of a request
for increased functionality for new services, not a failure in the IT
infrastructure.
Activities
• Receiving calls, first line customer liaison

• Recording and tracking incidents, service requests and complaints
• Keeping customers informed on request status and progress
• Initial assessment, attempting to resolve or refer to someone who can, based on
agreed service levels
• Monitoring escalation procedures relative to appropriate SLA
• Managing the request life cycle, including closure
• Communicating planned and short-term changes of service levels to customers
• Coordinating second-line and third party support groups
• Providing management information and recommendations for service improvement
• Identifying problem
• Highlighting customer training and education needs
• Contributing to problem identification
Benefits
• Improved Customer Service, Perception & Satisfaction

• Increased Accessibility – (SPOC)
• Improved Teamwork & Communication
Possible Challenges
• Resistance to follow procedures

• Overloaded/ Burnout
• Organisational policy – No Buy-In for SPOC
• Communication skills

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Possible Key Performance Indicators
• Daily reviews of individual incident and problem status against service levels
• Weekly management reviews
• Monthly management reviews
• Proactive service reports
• Abandonment rate
• First contact resolution
 Incident Management
Goal
To restore normal service operation as quickly as possible and minimise the adverse
impact on business operations or the user, and at a cost-effective price.
Definitions
Incident Any event which is not part of the standard operation of a service, and which
causes, or may cause an interruption to, or a reduction in, the quality of that service.
Priority Sequence in which an incident or problem needs to be resolved, based on impact

and urgency.
Activities
• Detection and recording

• Classification and initial support
• Prioritisation (impact and urgency)
• Investigation and diagnosis
• Resolution and recovery
• Closure
• Ownership, monitoring, tracking and communications
Benefits
• Improved monitoring
• Improved management information on aspects of service quality
• Better staff utilisation, leading to greater efficiency
• Elimination of lost or incorrect Incidents and service requests
• More accurate CMDB (Configuration Management Database) information
• Improved User and Customer satisfaction
Possible Challenges
• No one to manage and escalate Incidents

• Specialist support staff (2nd level support and above) being subject to constant
interruptions, making them less effective
• Business staff being disrupted as people ask their colleagues for advice
• Lack of coordinated management information
• Lost, or incorrectly managed Incidents

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• Quickly resolve incidents

% reduction in incidents incorrectly assigned or categorised
% increase in incidents resolved at first line support
• Maintain IT service quality

% increase of incidents resolved within target times
Reduction in incident backlog
• Improve business and IT productivity

% reduction in average cost of incident handling
% reduction where first line is bypassed
• User satisfaction
 Problem Management
Goal
To minimise the adverse impacts of incidents and problems on the business that are
caused by errors in the IT infrastructure (Hardware, Software & Documentation) and to
prevent recurrence of incidents related to these errors. Problem Management seeks to
get to the root cause and initiate action to remove the error.
Definitions
Problem A condition identified by multiple incidents exhibiting common symptoms, or

from one single significant incident, indicative of a single error, for which the
cause is unknown.
Known error A condition identified by successful diagnosis of the root cause of a problem,
when it is confirmed which Configuration Item is at fault.
Workaround Method of avoiding an incident or problem, either from a temporary fix or from a
technique that means that the customer is not reliant on a particular aspect of a
service that is known to have a problem.
Activities
• Problem control
• Error control
• Proactive problem management
• Major problem review
Benefits
• More effective and efficient incident handling

• Increased service quality
• Reduction in the number of incidents and problems
• Permanent solutions

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Possible Challenges
• Incident control procedure cumbersome or too difficult

• Staffing issues
• Knowledge-based system not used
• Dealing with known errors (no link between incident/problem/error records)
• Improved service quality

% reduction in repeat incidents/problems
% reduction in incidents/problems affecting services
• Minimise impact of problems

% reduction in average time to resolve problems
% reduction in average time diagnose problems
• Reduce cost of problems to users

% reduction of the impact of problems on users
% increase of proactive changes raised by Problem Management
 Change Management
Goal
To ensure that standardized methods and procedures are used for efficient and prompt
handling of all changes to minimise the impact of change-related incidents and improve
day-to-day operations.
Definitions
Change An action that results in a new status for one or more IT infrastructure
Configuration Items.
Standard Change A change to the infrastructure that follows an established path and is
(Pre-approved) relatively common.
Request For Form or screen used to record details of a RFC.

Change (RFC)
Forward Schedule Of A schedule that contains details of all changes approved and their
Changes (FSC) proposed implementation dates.
Projected Service A document containing details of changes to agreed SLAs and agreed
Availability (PSA) serviceability due to currently planned FSC.
Change Advisory A group of people who have decision authority for implementing
Board (CAB) significant changes.
CAB Emergency A subset of the full CAB to handle emergency change requests.
Committee (CABEC)
Management Board Endorses major changes before passing back to the CAB for

ITIL for Dummies
scheduling and implementation.
Activities
• Change logging and filtering

• Allocation of priorities
• Change categorisation
• CAB meetings
• Impact and resource assessment
• Change approval
• Change scheduling
• Change building, testing and implementation
• Change review
Benefits
• Better alignment of IT services to business requirements

• Fewer changes to be backed out
• Increased productivity of users
• Greater ability to handle a large volume of change
Possible Challenges
• Overtly or perceived as a bureaucratic process

• Cultural difficulties to accept Change Management
• Irregular audits to check compliance to Change Management
• Bypassing the process (circumventing)
• Everything is urgent
• Repeatable process
% reduction in unauthorised changes
% business driven change requests implemented on time
• Quick and accurate changes

% reduction of urgent changes
% reduction of changes implemented without testing
• Protect service
% reduction in changes causing incidents
% reduction in changes impacting SLAs
• Show efficiency and effectiveness results

% reduction in average cost of handling a change
% reduction of failed changes
 Release Management
Goal
Release Management takes a holistic view of a change to an IT service and should

ensure that all aspects of a release, both technical and non-technical, are considered
together.

ITIL for Dummies
Definitions
Definitive Software A secure software compound where all authorised versions of software
Library (DSL) are kept.
Definitive Hardware An area set aside for the secure storage of hardware spares.
Store (DHS)
Delta Release Only the Configuration Items within the release unit that have changed
or are new since the last full or delta release.
Full Release All components of the release unit are built, tested, distributed and
implemented together.
Package Release Includes at least two releases. i.e. a delta and a full may be grouped
together.
Activities
• Release planning
• Designing, building and configuring a release
• Testing
• Release acceptance
• Rollout planning
• Communication, preparation and training
• Distribution and installation
Benefits
• Consistency in the release processes

• Better expectation levels
• Improved historical data concerning releases
• Reduced risk of unauthorised or illegal software
Possible Challenges
• Initial resistance to change

• Circumvention of procedures
• Unclear ownership and responsibilities
• Pressure to move forward
• Releases built and implemented on time and within budget

• Secure and accurate management of DSL and DHS
• Compliance with all legal restrictions
• Accurate distribution of releases to all remote site
• No evidence of unauthorised software at any site

ITIL for Dummies

ITIL for Dummies
 Configuration Management
Goal
To identify, record and report on all IT components that are under the control and scope
of Configuration Management.
Definitions
Infrastructure Includes hardware, software and any associated documentation.
CMDB A database, which holds a record of all Configuration Items, associated with
IT infrastructure.
Configuration A component of an infrastructure or item, such as a request for change,

Item associated with an infrastructure, that is (or is to be) under the control of
Configuration Management.
Baseline A product or system established at a specific point in time, which captures

both the structure and the details of that product or system and can be rebuilt
at a later date.
Scope The range of responsibility covered by Configuration Management.
Configuration The degree of detail selected to describe each Configuration Item.

Item level
Attributes Details that uniquely identify Configuration Items such as location, version
number, and serial number.
Relationships A description of the interfaces that exist between Configuration Items in the
infrastructure.
Activities
• Planning
• Identification
• Control
• Status accounting
• Verification and audit
Benefits
• Accurate information on Configuration Items and their documentation

• Adherence to legal obligation
• Contributes to service continuity plan
• Helps with financial planning
Possible Challenges
• Wrong Configuration Item level with too much detail

• Over ambitious schedules
• Lack of management commitment
• Circumvention of processes

ITIL for Dummies
• Number and list of unauthorised configuration items

• Incidents and problems traced back to changes
• Unsuccessful changes/releases because of poor impact assessment, incorrect data
in the CMDB, or poor version control
• The cycle time to approve and implement changes
• Licenses wasted or not put into use at a particular location
• Results of configuration verifications and audits
Service Delivery
 Service Level Management (SLM)
Goal
To maintain and improve IT Service quality through a constant cycle of agreeing,

monitoring and reporting to meet the customers’ business objectives.

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Definitions
Service Level Written agreement between an IT service provider and the IT

Agreement (SLA) customer.
Operational Level Agreement between two internal IT areas/departments e.g. Network

Agreement (OLA) Management and Service Desk.
Underpinning Contract between an external supplier providing services to IT.
Contract (UC)
Service Catalogue Defines services available to the customer from IT.
Service Improvement Formal project undertaken within Service Level Management,

Program (SIP) focusing on customer/staff satisfaction.
Service Level A listing of clients’ service requirements that form the basis for SLAs.
Requirements (SLR)
Activities
• Establish function
• Implement process
• Manage ongoing process
• Conduct periodic reviews
Benefits
• Services are designed to meet service level requirements

• Ability to monitor specific targets
• Focused on business needs
• Service improvement
• Supplier management
• SLA can be used as a basis for charging
Possible Challenges
• Difficulty in monitoring actual achievements from a customer’s perspective

• Failing to ensure that targets are achievable prior to agreement
• Inadequate supporting agreements
• IT based rather than business aligned
• SLAs not communicated
• Are underpinning contracts and OLAs in place and current for all SLAs?
• Are SLAs being monitored and are regular reports being produced?
• Are review meetings being held on time and correctly recorded?
• Is there documentary evidence that issues raised at reviews are being followed up
and resolved (e.g. via an SIP)?
• Are service breaches being followed up effectively?
• Are service level achievements improving?
• Are Customer perception statistics improving?
• Are IT costs decreasing for services with stable service level achievements?

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 Financial Management For IT Services
Goal
To provide cost-effective stewardship of the IT assets and resources used in providing IT

Services.
Definitions
Direct Costs Costs, which are clearly attributable to a single customer.
Indirect Costs Costs incurred on behalf of all, which have to be apportioned.
Variable Costs Costs, which vary with some factor such as usage/time.
Unabsorbed Any indirect costs, which cannot be apportioned.

Costs
Costs Elements Hardware, software, people, accommodation, transfer, and external
services.
Activities
• Budgeting
• IT Accounting
• Charging
Benefits
• Increase confidence in setting and managing budgets

• Accurate cost information to support IT investments decisions, determining cost of
ownership for ongoing services
• A more efficient use of IT resources throughout the organisation
Possible Challenges
• New disciplines (limited understanding)

• Limited IT/accountancy skills
• Poor strategic objectives
• Cost outweighs benefits
• How much they (customers) have spent on IT during the financial year?
• Whether the charges made match the predicted profile?
• How is the IT organisation investing any profits?
• Any variances…
What caused them?
What actions are being taken?

ITIL for Dummies
 Availability Management
Goal
To optimise the capability of the IT infrastructure, services and supporting organisation

to deliver a cost effective and sustained level of availability enabling the business to
meet their objectives.
Definitions
Availability Ability of an IT service or component to perform its required function at a

stated instant or over a stated period of time.
Reliability Freedom from operational failure.
Maintainability Maintenance done on systems from an internal focus.
Serviceability Maintenance done on systems from an external focus.
Resilience Redundancy, to allow IT’s continued operation despite the incorrect

functioning of one or more of its sub-systems.
Security Deals with confidentiality, integrity, and availability of associated data.
Vital Business The element of a business process considered business critical.

Function
Activities
• Determining availability requirements

• Compiling the availability plan
• Monitoring availability
• Monitoring maintenance obligations
Benefits
• Single Point of accountability

• Services are designed for availability
• Optimal usage and performance
• Reduction of failures
• Moving from reactive to proactive
• Adds value to the business
Possible Challenges
• Lack of organisational commitment

• No management responsibility
• No buy-in for having an Availability Management process
• Failing to delegate appropriate authority levels
• Lack of resources
• Lack of tools to support the process

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• Improvement in the MTBF (Mean Time Between Failures) and MTBSI (Mean Time
Between System Incidents)
• Reduction in the MTTR (Mean Time To Repair)
• Effective reviews, follow-up on SLA, OLA, UC breaches
• Increase in the reliability of services and components
• Percentage increase in availability
• Reduced cost of unavailability
 Capacity Management
Goal
To ensure that all the current and future capacity and performance aspects of the
business requirements are provided cost effectively.
Definitions
Capacity Database Database used to record activity within Capacity Management.
Demand Seek to influence customers to use systems at different times to

Management better control workloads
Resource Controls file management space, evaluate new technology and

Management developments in equipment, provides insight into the infrastructure
and calculates the investment that must be made.
Modelling Modelling techniques can determine how to achieve optimal capacity
and the division of this capacity.
Application sizing Calculates new software requirements and can determine new
hardware requirements for applications that are being developed.
Activities
• Demand Management
• Workload Management
• Modelling
• Application sizing
• Production of a capacity plan
• Performance Management
• Resource Management
• Iterative Activities – Monitoring, analysis, tuning
• Storage of data
Benefits
• Increased efficiency and cost savings

• Reduced risk
• More confident forecasts
• Value to application lifecycle

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Possible Challenges
• Over expectation
• Vendor influence
• Lack of information
• The distributed environment
• No consideration given to monitoring levels
• Resource Forecasts
Timely resource requirement forecasts
Accurate forecasts of trends
• Technology
Breached SLAs because of old technology
Performance and throughput measures of all services
• Costs Effectiveness
Reduction in panic buying
Accurate forecasts of planned expenditures
• Plan/Implement Appropriate IT Capacity To Match Business Need

Reduction in incidents
Act on recommendations
 IT Service Continuity Management (ITSC)
Goal
To ensure that the required IT technical and services facilities can be recovered within
required and agreed timescales.
Definitions
IT Service Continuity Part of the overall BCM, for continuity of IT services only. ITSCM is
dependent upon information derived from the BCM.
Business Continuity Managing risks to ensure that at all times the business can continue
Management (BCM) to operate to, at least, a pre-determined minimum level.
Crisis An unplanned situation in which it is expected that the period during

which one or more IT services will be unavailable will exceed
threshold values agreed to with the customer.
Activities
• Stage 1: Initiation
Setting policy
Terms of reference and scope
Resource allocation
Define the project organisation and control structure
Agreeing on project and quality plans

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ITIL for Dummies
• Stage 2: Requirements and Strategy

Requirements and strategy
Business impact analysis
Risk assessment
Risk reduction measures
Recovery options
Details of risk assessment
• Stage 3: Implementation
Organisation/Implementation planning
Implement risk reduction measures
Implement stand by arrangements
Develop procedures
Initial testing
• Stage 4: Operational Management

Education and awareness
Training
Review
Testing
Change control
Assurance
Benefits
• Potential lower insurance premiums

• Regulatory requirements
• Better business relationships
• Positive marketing or contingency capabilities
• Organisational credibility
• Competitive advantage
Possible Challenges
• Service continuity plan will not remove all sources of risk

• Must address not only technical safeguards but also organisational facilities
• Not all damage is financially quantifiable
• Service continuity plans may be required by law
• Regular and comprehensive testing of the ITSCM plan

• Awareness throughout the organisation of the plan(s)
• Manage and negotiate all necessary contracts with third parties
• Regular reviews
• Regular communication
• Regular audits

ITIL for Dummies

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ITIL for Dummies

Description - What is ITIL?.............................................................................................3

Version 1.3 Page 1 of 22

Version 1.3 Page 2 of 22

Description - What is ITIL?

ITIL gives a detailed description of a number of important IT practices, with comprehensive

The Objective – Why Use ITIL?

Version 1.3 Page 3 of 22

• The Business Perspective

What are the main components?

The Business Perspective – addresses areas such as

IT Infrastructure Management – addresses areas such as

Version 1.3 Page 4 of 22

Applications Management – addresses areas such as:

Service Support – addresses areas such as:

Service Delivery – addresses areas such as:

Version 1.3 Page 5 of 22

 The Service Desk Function

• To facilitate the restoration of normal operations service with a minimum amount of

• Receiving calls, first line customer liaison

• Improved Customer Service, Perception & Satisfaction

• Resistance to follow procedures

Version 1.3 Page 6 of 22

Possible Key Performance Indicators

Priority Sequence in which an incident or problem needs to be resolved, based on impact

• Detection and recording

• No one to manage and escalate Incidents

Version 1.3 Page 7 of 22

Possible Key Performance Indicators

• Quickly resolve incidents

• Maintain IT service quality

• Improve business and IT productivity

Problem A condition identified by multiple incidents exhibiting common symptoms, or

• More effective and efficient incident handling

Version 1.3 Page 8 of 22

• Incident control procedure cumbersome or too difficult

Possible Key Performance Indicators

• Improved service quality

• Minimise impact of problems

• Reduce cost of problems to users

Request For Form or screen used to record details of a RFC.

Version 1.3 Page 9 of 22

scheduling and implementation.

• Change logging and filtering

• Better alignment of IT services to business requirements

• Overtly or perceived as a bureaucratic process

Possible Key Performance Indicators

• Quick and accurate changes

• Show efficiency and effectiveness results

Release Management takes a holistic view of a change to an IT service and should

Version 1.3 Page 10 of 22

• Consistency in the release processes

• Initial resistance to change

Possible Key Performance Indicators

• Releases built and implemented on time and within budget

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Infrastructure Includes hardware, software and any associated documentation.

Configuration A component of an infrastructure or item, such as a request for change,

Baseline A product or system established at a specific point in time, which captures

Scope The range of responsibility covered by Configuration Management.

Configuration The degree of detail selected to describe each Configuration Item.