itil for failers
DESCRIPTION
Fffffuuuuconf 2010 PresentationTRANSCRIPT
![Page 2: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/2.jpg)
INFORMATION TECHNOLOGY INFRASTRUCTURE LIBRARY
The Information Technology Infrastructure Library (ITIL) is a set of concepts and pract ices for Information Technology Services Management (ITSM), Information Technology (IT) development and IT operations.
ITIL gives detailed descriptions of a number of important IT practices and provides comprehensive checklists, tasks and procedures that any IT organization can tailor to its needs. ITIL is published in a series of books, each of which covers an IT management topic.
source: Wikipedia
2
![Page 3: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/3.jpg)
SOFTCORE VERSION3
![Page 4: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/4.jpg)
HARDCORE VERSION4
![Page 5: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/5.jpg)
CERTIFICATION5
![Page 6: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/6.jpg)
DISCLAIMER
• Basic ITIL certification
• Adults only
• Based on real life pain
• Engrish
• Last chance to leave the room!
6
![Page 7: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/7.jpg)
FANTASY
7
![Page 8: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/8.jpg)
REALITY
8
![Page 9: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/9.jpg)
ITIL IN A NUTSHELL
• Created for corporate IT, the fastest way to fix the printer problem.
• Can you apply the same methodology to content provider/ISP?
• "Good people do not need laws to tell them to act responsibly, while bad people will find a way around the laws." - Plato
9
![Page 10: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/10.jpg)
ITIL IN A NUTSHELL
• Process == Common Sense
• If you’re not doing anything close to this, you’re doing it wrong.
• Industry standard? Where?
10
![Page 11: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/11.jpg)
CMDB
CMDB
11
![Page 12: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/12.jpg)
CMDB DATA MODEL12
![Page 13: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/13.jpg)
CMDB
• Different People, Different Meaning.
• It is not a standard, ITIL is vague about this.
• It is not a monolithic database that will contain all of your IT configuration data.
13
![Page 14: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/14.jpg)
CMDB• It is not just a database to
store configuration data and/or asset data.
• Doesn’t provide the information that operations need.
• It’s going to filled with outdated information since the beginning.
14
![Page 15: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/15.jpg)
CMDB
• Federated CMDB x Single database
• Tools? Seriously?
• Relationship between asset and configuration, try creating it using the available tools...
15
![Page 16: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/16.jpg)
CHANGE MANAGEMENT
16
![Page 17: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/17.jpg)
CHANGE• All your problems can be fixed
with a checklist or a new process, yeah right!
• If you don’t know what and why is changing in your infrastructure, ITIL its not going to save you.
• Pre-approved changes. Beginning of the End!
• Cannot see the big picture, the relationship between components. The mythical CMDB.
17
![Page 18: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/18.jpg)
CHANGE
• "It's a basic truth of the human condition that everybody lies. The only variable is about what."
• Limited by the knowledge and the skills of the people actually working.
• Agile + Itil. One RFC per sprint...
• Tools to create and manage the RFC.
18
![Page 19: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/19.jpg)
CHANGE
• Correlation between changes and incidents. Monitoring tools are never aware of the RFC being executed.
• Infrastructure always neglected.
• Change record, lost forever on a search tool based on “select like”.
19
![Page 20: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/20.jpg)
CHANGE ADVISORY BOARD• Technical decisions made by
people chosen by their status, not their skills.
• Results in a “Change Calendar”, sometimes even this doesn’t work.
• Gadgets should be banned, the meeting will last 15 minutes.
• The change was approved by the board. All the information requested were provided. Success?
20
![Page 21: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/21.jpg)
INCIDENT MANAGEMENT
21
![Page 22: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/22.jpg)
INCIDENT
• If you do not have a incident process in place, you’re doing...
• Metrics culture
• Everything is an incident:
• the good
• the bad
• the ugly
22
![Page 23: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/23.jpg)
INCIDENT
• Incident SLA are not related to the site availability, user experience or any useful information.
• ex: 4 hours to rebuild a RAID array. So? It’s RAID...
• Patches and workarounds to beat the SLA.
23
![Page 24: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/24.jpg)
PROBLEM MANAGEMENT
24
![Page 25: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/25.jpg)
PROBLEM• Problems are always created
to fix some bizarre metric
• Caused by the lack of planning and foresight.
• Forever alone, forgotten, left behind.
• Let’s create a new metric based on Problem Resolution!
25
![Page 26: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/26.jpg)
SERVICE DESK
26
![Page 27: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/27.jpg)
SERVICE DESK
• If you do not have a Service Desk in place, you’re doing...
• Actually works.
• Tools that work and are easy to use, they exist?
• Knowledge base and incident record. Likely based on “select like”.
27
![Page 28: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/28.jpg)
METRICS CULTURE
28
![Page 29: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/29.jpg)
METRICS CULTURE
• “Oh, people can come up with statistics to prove anything. 14% of people know that.”- Homer Simpson
• Collection of workarounds.
• “There are no incidents related to that” != “If It's Not Broken, Don't Fix It!”
29
![Page 30: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/30.jpg)
METRICS CULTURE
• “He always close the incidents before the SLA”. The same one, over and over again...
• Why change something and risk looking bad in the report?
• Limits innovation.
30
![Page 31: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/31.jpg)
TOOLS
31
![Page 32: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/32.jpg)
TOOLS
• Interface?
• Usability?
• Search?
• Same (ugly) tool for everything, incident, change, CMDB. Webservices anyone?
• Lots of “black ops” systems to provide useful information, and a bunch of “.xls” on a SMB share.
32
![Page 33: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/33.jpg)
POSSIBLE SOLUTIONS
33
![Page 34: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/34.jpg)
POSSIBLE SOLUTIONS
• Stop the Metrics Culture.
• Stop creating checklists and processes, get rid of the bad apples.
• RFCs are similar to code comments or change logs, because they are mandatory doesn't mean that they are useful.
• Ex: “a” or “.”
34
![Page 35: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/35.jpg)
POSSIBLE SOLUTIONS• Create a interface to gather all this
information and make it easy to use. Maybe you have a whole department that do this kind of stuff...
• Encourage people to really solve the problem and create better solutions, not a workaround to close a problem or incident before the SLA.
• Common sense, you don’t need a “book” for that. If you need...
35
![Page 36: Itil for failers](https://reader033.vdocument.in/reader033/viewer/2022051818/54b378e44a795946608b45b4/html5/thumbnails/36.jpg)
QUESTIONS?
36