adaptive processes © adaptive processessimpler, faster, better overview of itil information...
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© Adaptive Processes
Simpler, Faster, Better
Adaptive Processes
Overview of
ITIL
Information Technology Infrastructure Library
© Adaptive Processes
Simpler, Faster, Better
Adaptive Processes
The New IT Infrastructure Library
Service Delivery Service Support
Business Perspective
Infrastructure Management
Planning to Implement
Service Management
Security Management
Software Asset
Management
Applications Management
© Adaptive Processes
Simpler, Faster, Better
Adaptive Processes
Service Management – Wider Context
Project Management
Programme Management
Service Management
Application Management
Transition Point
© Adaptive Processes
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Adaptive Processes
The IT Infrastructure
Documentation
Guides Training Products
People
Procedures
Skill SetsLAN Equipment
Servers
Main Frames
Work Stations
Air Conditioning Plant
WAN
Software Tools
Databases
Network Operating Systems
Operating Systems
Applications
Peoplewar
e
Hardware
Softw
are
© Adaptive Processes
Simpler, Faster, Better
Adaptive Processes
Overview of ITIL
Service ManagementService Support
Service Delivery
Focus Day to Day Planning/Longer Term
SPOC Service Desk Service level Mgmt
Who? User ‘Paying’ Customer
Main Concern Service Quality Value For Money
ITIL Function
ITIL Purpose
Service Desk
Incident MgmtProblem MgmtChange MgmtRelease MgmtConfiguration Mgmt
Service Level MgmtAvailability MgmtCapacity MgmtIT service ContinuityFinancial Mgmt
© Adaptive Processes
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Adaptive Processes
Service???
• An IT Service is a set of related Functions provided by IT systems in support of the business and perceived by the customer/ user as a coherent and self- contained entity
• Key Phrase: ‘end - to – end’ serviceService (yes)
EmailPayrollOrder Processing System
Service (no)
Wide area NetworkUnix ServerOracle Database
© Adaptive Processes
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Adaptive Processes
Them and US
IT Infrastructure IT Staff IT Service User/Customer Business
© Adaptive Processes
Simpler, Faster, Better
Adaptive Processes
Core ITIL Management Disciplines
Delivery
Service Level
Financial
Availability
Capacity
Service Continuity
Support
Service Desk
Incident
Problem
Change
Release
Configuration
© Adaptive Processes
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Adaptive Processes
Configuration management
Why
To account for all IT Assets To provide accurate information support
other ITIL Disciplines To provide a sound basis for Incident,
Problem, Change and Release Management To Verify configuration records and correct
any exceptions
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Adaptive Processes
CMDB ( Configuration Management Database)
Hardware, software and “Peopleware”
Assets & Relationships Between Assets
Incidents, Problems & Known Errors
Changes & Release
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Adaptive Processes
Repositories
Definitive Software Library
Definitive Hardware Store
Configuration Management
Database
= Information About……
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Adaptive Processes
Five Basic Activities
Planning Identification Control Status Accounting Verfication
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Adaptive Processes
Planning
Strategy, Policy, Scope and Objectives Processes, Procedures, Guidelines and
Responsibilities Relationships with other ITIL Processes Relationships with other parties carrying out
CM Tools and other Resource requirements
© Adaptive Processes
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Adaptive Processes
Identification – CI Level
?
At what level will items undergo
“Independent Change”?
Workstation
System Box
Mother Board
Chip
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Adaptive Processes
Identification - Scope
Scope
Identifiers
Version
Relationships
Hardware
Software
“Peopleware”
Pre-production
Production
Composition
Connection
Usage