ITIL Orientation Intro Sharing Slides

ITIL Orientation Workshop
Introductory Learning
Harbinger Consulting Solutions (www.hcsindia.com)

Successful Business by People through Process and Tools
Workshop Details
Purpose
- To understand the ITIL Concepts and applications
Harbinger Consulting Solutions
Process
- Introduce the concepts through structured steps followed in ITIL - Group session to simulate real time scenarios for effective ITIL implementation
Payoff
- Provides insight about ITIL - Aids implementing better business process - Increase individuals market value
Agenda
Day 1
- ITIL Introduction - ITIL Life Cycle - Make IT Real
ITIL Introduction
Service
- Way of providing value to the customer by helping them achieve their objectives - Hotels, Banks, Airlines
Preferred Service Provider

- Enables best to achieve customer objectives - Greatest advantages and offerings
ITIL Introduction
Service Management
- Set of specialized organizational capabilities for providing value to customers in the form of services.
Specialized Organization Capabilities

- All of the processes, methods, functions, roles and activities used by the service provider to deliver the service - Purpose of doing business
ITIL Introduction
ITSM IT Service Management
- Implementation and management of Quality IT Services that meet the needs of business - Performed by IT Service Providers through an appropriate mix of people, process and Information Technology - To ensure IT services are aligned with business needs
ITIL Introduction
ITSM Benefits
- Business Benefits
Increased Quality, Relationships, Productivity
- Financial Benefits
Planned and Controlled spending
- Employee Benefits
Increased productivity, transparency
ITIL Introduction
ITIL
- Framework of best practices
- Describes all tasks, activities, inputs and outputs
Best Practices
- The most efficient (least amount of effort) and effective (best results) way of accomplishing a task, based on repeatable procedures that have proven themselves over time for large number of people
ITIL Introduction
IT Service
- Service provided to one or more customer by an IT Service provider - Based on the use of Information Technology & supports Customer Business Process Infrastructure Service - IT Service that is not directly used by the business. - It is required by the IT Service Provider so they can provide other IT Services.
ITSM & ITIL Evolution

1970 80s
Systems Management
1980 90s
IT Infrastructure Management
1990s onwards
IT Service Management
Resource Focus
Service Focus
Business - IT Alignment
Business - IT Integration
ITIL V1
ITIL V2
ITIL V3
ITIL V3 Highlights
Structured with business value Defines Service Management Value Propositions Return on Investment Measurement Focuses on complete life cycle
Service Strategy, Service Design, Service Transition, Service Operation & Continuous Improvement Plan
Agenda
Day 1
- ITIL Introduction - ITIL Life Cycle - Make IT Real
ITIL Life Cycle

Service Strategy Service Design Service Transition Service Operation Continual Service Improvements
Effective Efficient Balanced with Business
Strategy
Moving from where you are to where you want to be in the future through sustainable competitive advantage
X-Your offering
Company X Now
Vision
Z - Customer Needs Y- Change in Customer Behavior X = Z+Y
Service Life Cycle

IT Budgets
Service Strategy
Business Pattern & Opp. Service Portfolio Augmentation New & changed Assets
Service Design
Service Catalog, SLAs, OLAs, UCS Testing & Validation Criteria Known Error Development
Service Transition
Testing & Validation Results Change Authorization Incidents, Problems, Service Requests
Service Operations
RFCs Events and Info from Monitoring
Continual Service Improvements
Continuous Improvements
Service Strategy
Goals - To figure out the business opportunity
- Design, develop, implement service management as a strategic asset balanced with business objective
Service Strategy
1. Customer Understanding
Define Market
2. Understand Opportunity 3. Classify & Visualize 1. Define Market Space
Develop Offerings
2. Service definition 3. Service Portfolio, Catalogs 1. Service Management as a strategic Asset 2. Strategic Assessment 3. Setting Objectives, metrics for assessment 1. Align service asset with customer outcome 2. Define CSF & Competitive analysis 3. Prioritize investment 4. Alignment with customer need 5. Expansion & Growth 6. Differentiation in market space
Develop Strategic Assets
Prepare for Execution
Service Strategy
Service Asset
- Capability or resource of a service provider - Used to create value in the form good / services - Acquiring resource is easier than capability
Ex:
- Resources
IT Infrastructure, Software, Capital
- Capabilities
Process, Functions, Knowledge
Service Strategy
Valuation
- Provides business and IT the measurement to agree on the value of IT services - Cost Vs Benefit Analysis - Value created by combining warranty and utility
Service Strategy
Process - Financial Management - Demand Management - Portfolio Management
Accessories
- Risk Management
ITIL Life Cycle

Service Design
Objective
- To convert strategic objective into service assets and service portfolios
Aspects
- Service Portfolio - Service Solutions - Technology Architecture - Process - Measurement & Metric Systems
Service Design
Service Portfolio Service Solutions
- Collection of systems, tools for the management and control of services through their lifecycle
- All resources, capabilities of needed and agreed requirements
Technology Architecture
- Blue print of service implementation in terms technology, tools and management systems
Process
- Set of procedures to handle the entire business or services scenario
Measurement Systems
- Measurement and metrics system to evaluate the service value
Service Design
Process
- Service Level - Service Catalog - Capacity Management - Availability Management - Continuity Management - Security Management - Supplier Management
ITIL Life Cycle

Service Transition
Objectives
- The development and improvement of capabilities for transitioning new and changed services into operation
Process
- Knowledge Management - Service Asset & Configuration Management - Change Management - Release & Deploy Management - Validation & Testing
Service Transition
Knowledge Management
- Data, Information, Knowledge, Wisdom
Components
- Service Knowledge Management System - Configuration Management Systems - Configuration Management Data Base - Known Error DataBase
Service Transition
Configuration Management
Identification
Status Control
Mgmt
Accounting
Verification & Audit
Reporting
Service Transition
Change Management
- To ensure standardized methods and procedures are used - Efficiently to minimize the impact
Analysis
- Normal, Standard & Emergency Changes
Decides urgency
- Minor, Significant, Major

Decides Impact
- ECAB, CAB, CM approvals for RFCs

Service Transition
Release and Deployment Management

- To deploy releases into production and establish use of the service in order to deliver value to customer and be able to hand over service operation
Release
- Collection of Authorized changes to an IT service
Release Unit
- Portion of service of IT infrastructure ie normally released together as per org release policy
Service Transition
Release Management Terminologies
- CI - DML - DS Configuration Item Definitive Media Library Definitive Spares
- Major Release - Minor Release - Emergency Fix
Roll out of new HW / SW v1 Few minor improvements v1.1 Quick fix for a problem v1.1.1
Service Transition
Service Validation & Testing
- To ensure that all new or changed IT services match the design specifications and will meet business needs as well.
Aids
- Incidents, SD Calls reduction - Minimize problem - Reduce cost - Improves quality
ITIL Life Cycle

Service Operation
Objective
- To enable effectiveness and efficiency in delivery and support of IT services - Achieving balance in IT Operation - Communication
Functions Service Desk Technical Management Application Management IT Operation Management
Process Incident Management Problem Management Event Management Request Fulfillment Access Management
Service Operation
- Balanced View
Internal Focus v/s External Focus Stability v/s Responsiveness Quality of Service v/s Cost of Service Reactive v/s Proactive
- Functions
Refers to team or group of people and the tools they use to carry out one or more processes or activities
- Process
Set of coordinated activities combining and implementation resources and capabilities to provide value to customers or stakeholders
Service Operation
IT Operation Management
Service Desk Technical Management Main Frame Server Network Storage Database Desktop Facilities Management
Data Centers Recovery Sites Consolidation of Contracts
IT Operations Control
Console Mgmt Job Scheduling Backup & Restore
Application Management HR Apps
Financial Apps
Service Operation
Service Desk Types
- Call Center, Help Desk, Service Desk
Service Desk Organization

- Local Service Desk - Centralized Service Desk - Virtual Service Desk - Follow the Sun
Service Operation
Skills Tools
- Computerized service desk - Voice services - Web and Email - Self Help for customers - Linkages to SLA, CMDB - Access to availability monitoring tools ..
- Technical, Communication, Business understanding
Service Operation
Service Desk KPI
- # of calls received - # of calls transferred to other staff - Call resolution time - Customer Satisfaction - Use of help desk
Service Operation
Process
- Event Management - Incident Management - Problem Management - Request Fulfillment - Access Management
Service Operation
Event Management
Event Occurs Event Detection Alert
Event Filtering
Event Impacts
Event Correlation
Trigger
Response Selection
Review Actions
Close Event
Service Operation
Incidents Management
- Unplanned interruption to an IT service or reduction in the quality of service - Managing with in agreed level
Service Request
- Request by user for information, advice, standard change, access to an IT Service
Prioritization
- Impact + Urgency (No Emotional feelings)
Service Operation
Incident Management Activities
E2E ownership, closure, communication*
Logging* Categorization, initial Support & Prioritization Investigation and Diagnosis Resolution and Recovery Incident Closure*
* SD Responsibility
Service Operation
Incident Management KPIs
- Total # of incidents
- % of incidents closed within SLA response time - % of incident closed by SD with out reference to next level support - Average cost per incident - # and % of incidents solved remotely with out a visit
Service Operation
Problem Management
- To minimize the adverse impact of incidents and problems that are caused by errors with in IT infrastructure and to prevent the recurrence of incidents related to these errors
Problem
- Unknown underlying cause of one or more incidents
Known Error
- Known under lying cause - KEDB Known Error Data Base
Workaround
- Used to restore agreed service operation ASAP
Service Operation
Problem Management
Incident Management
Incident Incident Incident Incident
Problem Management
Problem Problem KE Known Error
Change Management
RFC RFC
Service Operation
Request Fulfillment
- To provide an effective and efficient channel for users to make requests, gain information and obtain standard services - Carried by SD function - Models Predefined with some form of approvals
Service Operation
Access Management
- To grant authorized users the right to use a service while preventing to non-authorized users in order to protect confidentiality, integrity and availability of Information / Infrastructure - Activities
Request Verification Providing Rights Monitoring Identity Status Logging & Tracking Access Removing or Restricting Access
Service Operation
Make IT Real
- Value to business - Effectiveness and Efficiency of IT Service delivery - Increased Return on Investments
ITIL Life Cycle

CSI
Continual Service Improvement
- To ensure continual improvements to IT service management processes and IT services
Process
- Service Level Management - Service Measurement and Reporting - CSI Improvement Process
CSI
What is our Vision Business Vision, Mission, goals Base line assessments Measureable Targets Service & Process Improvements Measurement & Metrics Where are we (As Is Scenario) Where do we want (To be scenario) How do we move There? Did we reach the Destination
Thank You
YOU
M a k e th e D iffe r e n c e !
dmanjula@hcsindia.com

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ITIL Orientation Workshop

Harbinger Consulting Solutions (www.hcsindia.com)

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Preferred Service Provider

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Specialized Organization Capabilities

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

- Describes all tasks, activities, inputs and outputs

Harbinger Consulting Solutions

ITSM & ITIL Evolution

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

ITIL Life Cycle

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Z - Customer Needs Y- Change in Customer Behavior X = Z+Y

Harbinger Consulting Solutions

Service Life Cycle

Harbinger Consulting Solutions

RFCs Events and Info from Monitoring

Continual Service Improvements

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

2. Understand Opportunity 3. Classify & Visualize 1. Define Market Space

Develop Strategic Assets

Prepare for Execution

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

ITIL Life Cycle

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

- To convert strategic objective into service assets and service portfolios

Harbinger Consulting Solutions

- All resources, capabilities of needed and agreed requirements

Harbinger Consulting Solutions

Harbinger Consulting Solutions

ITIL Life Cycle

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions

Harbinger Consulting Solutions