itil in nutshell

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support

• Service Delivery

OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION

• Service Security

• ITSM Implementation

• ITIL Scope

• ITIL vs Stakeholders

•Security Management

• The Big Picture

©2007 Hans R. Scholl, MSc FOR PRIVAT USE ONLY 1

Welcome to ITIL

Welcome

The next half hour will give you a brief introduction into ITIL.

ITIL In A Nutshell

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


History

History

In IT evolution projected growth of standardization for processes and methods was not possible (or not desired). This led to many individual solutions.

Changes in size, structure and in the scope of functions of IT organizations soon showed the limits of individual solutions.

Thus, new standards for processes and methods had to be developed and were summarized under the term „ITSM“ (IT Service Management).

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Definition ITSM

ITSM is a method for IT organizations to

plan manage develop deliver

IT Services

What is ITSM?

ITSM service delivery is customer-oriented as well as process-oriented.

By measuring and controlling (managing) IT services reach a high quality. Defined cost- and service targets are deliverable.

ITSM standardizes methods and processes and aligns corporate and department structures to business

processes.

An IT service is a service generated by an IT department or an IT organization for a customer.

But what is an IT service?

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Implementation

ITSM implementation is a corporate task depending on active participation of customers, management and employees. It needs quality assurance according to the Deming cycle

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


The Big PictureITIL is one of the different ITSM frame-works in use.

Each of these has its own purpose and scope.

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


What is ITIL

ITIL is a framework of non-proprietary best practices for IT organizations to achieve improvements in efficiency of IT processes by using a process-orientated and scalable approach.

ITIL stands for Information Technology Infrastructure Library.

ITIL is accredited as „de-facto standard“ for ITSM since the 1990ies.

Today ITIL is available in versions 2 & 3 which vary in their approach, but not in the methods they define.

ITIL 2.0 contains 2 areas with 12 core modules and the cross- process-area security management.

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


ITIL Scope

ITIL is designed for service quality

Get it Keep it Increase it And do it accordingly to

the various expectations of its stakeholders:

Business Customers Users

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


The ITIL Modules

ITIL is split into 3 main areas:

Service Support Service Delivery Service Security

A new area for ITIL is Application Management (with rapidly increasing

popularity) that straightens up the rumour that ITIL is only for IT operations.

Application Management joins IT operations and application development.

Service Support contains:

Service Desk (a function, not a process)

Incident Management Problem Management Change Management Configuration Management Release Management

Service Delivery contains:

Service Level Management Capacity Management Availability Management Financial Management IT Service Continuity

Management

Service Security: A cross-section process with various interfaces to all other processes.

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


ITIL vs. Stakeholders Expectations

Management

Customer

Supplier

User

IT Organization

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


The Core Module Service Support (SS)

Service Support supplies „day to day“ IT services.

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Service Desk

MISSION SCOPE

PROCESS

Service Desk acts as interface function between IT organization and end user. It represents the IT organization to the public.

Service Desk warrants the accessibility of IT organization for end users. It operates as a SPOC (single point of contact)

Benefits Better user/customer satisfaction through

centralized availability (SPOC) and fast help

Efficient resource assignment Analyses of requests and incidents for

service quality increase Information to problem management Information to users increases IT

acceptance Information to management proving

the value of IT to business processes

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Incident Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Incident Management

MISSION

SCOPE

PROCESS

Incident Management registers, categorizes, prioritizes and tracks all incidents, requests and orders of customers and users, with the objective to solve them as fast as possible.

Service recovery as fast as possible

with minimal impact on users

Managing incidents during their entire life cycle

Supporting business activities

Benefits Shorter reaction and recovery time Better customer orientation Early recognition of problem areas Less incidents with business applications Higher availability of IT services Better management information about

service quality Knowledge about maturity of business app.

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Problem Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Problem Management

MISSION

SCOPE

PROCESS

Problem Management analyses all incidents with a special view on their main causes. Based on this information the recommendation of changes is supported by problem management.

Stabilisation of services by

Recognition of incident causes

Initiation of changes

Trend analyses

2nd and 3rd level support for incidents.

unknown error

Request for Change

Problem control

• Identification and Recording• Classification• Resource Allocation• Diagnosis & Analyses• Definition Known Error

Error control

• Identification of Known Errors• Solution for KE• Recording of Solution• Closing KE

Benefits Higher availability and less interruption of

IT services by incident prevention Proactive analyses to prevent „cross-

system“ incidents Minimizing the effects of system failures Number and severity of known errors as

criteria for investment decisions Better training for, and communication with

users and customers

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Change Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Change Management

MISSION SCOPE

PROCESS

Change Management is a critical successor for companies. It manages and controls the permanent change of business requests to the IT.

Efficient and economical implementation of authorized changes with maximum risk prevention for existing or new IT services.

Benefits Less impairment of IT and business

through changes Reliable cost forecast Fewer faulty changes Less incidents with business applications Better communication with customers Valuable management information Higher productivity of users and IT

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Release Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Release Management

MISSION SCOPE

PROCESS

Release Management is the „change implementer“ and furthermore responsible for backing up authorized software and its deployment in productive and remote IT systems.

Definition of release policies Controlling of SW development Managing of service releases Soft and HW Audits via CMDB Deployment of SW, HW and CI‘s Control of definite sw library / definite

HW store

Benefits Centralized deployment of consistent SW Finding and elimination of incorrect SW

versions Guaranteed SW quality Error prevention with coordinated releases SW stored in a secure place SW for regions can be centrally assembled

and controlled Little risk of illegal SW Little risk of viruses and SW hacks Baseline and secure SW versions for

recovery

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Configuration Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Configuration Management

MISSION

SCOPE

PROCESSConfiguration Management depicts a logical reproduction of the IT infrastructure and administrates its physical and virtual assets

Supplies information about the IT infra structure for

All other ITSM processes

The IT Management

Benefits Legal compliances easy to be fulfilled Detailed information for all other ITSM

processes available. Support of impact and risk analyses for

changes and trend analyses of problems Lower error risk in case of changes Support for budgeting Basis for Service Level Management

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Configuration Management Context (1) Configuration Management supports and uses various other

processes from service support

ConfigIncident

Problem

Change

Release

Information about CI Information about exist. work around Information about effected services

Information about problems and CI Information for problem analyses

Information about planned releases

Information about changes in the IT infra structure

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


ConfigSL

Availability

Finance

Capacity Continuity

uses information about relations of CI and infrastructure with services

uses information about CIs for the assignment of cost and accounting

uses information about CIs for planning purposes

uses information about CIs for the capacity plan

uses information about CIs for recovery planning purposes

Configuration Management Context (2) Configuration Management supports and uses various other

processes from service delivery

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Service Delivery

Service Delivery includes long term planning and improvement of IT services.

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Capacity Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Capacity Management

MISSION SCOPECapacity Management guarantees that the most proper and most cost-efficient IT capacity is allocated in time to meet business requests.

It identifies the business requirements to IT resources, forecasts the workload and plans IT resources

Forecast of necessary cost-efficient IT capacities to fulfil agreed service levels.

CM provides information about

Components to be set up or equipped

When to set up

Expenses of the set up

PROCESS

Benefits Known resources- and capacity-needs of

customers Low feasibility of capacity bottlenecks Optimal use of available resources Exact and reliable forecasts of future

demand Increasing profitability of IT services Enhancement of customer relationship Lower risk of performance problems or

failure "Planned buying is cheaper than panic

buying."

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Availability Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Availability Management

MISSION

SCOPE

Availability Management strategically forecasts the availability level aligned to business demands.

AM assures that services (corresponding to agreed service levels) are available.

Guarantees that costs for availability and the level of availability are adequate

Availability policies are permanently monitored and increased

Occurrence and duration of "non-availabilities" decline

"Proactivity" means better service quality

Forecast, planning and management for the availability of IT services

PROCESS

Benefits Support for service level management Exact measurement criteria cause precise

SLA None achieved SLA can be identified Better quality and easier management of IT

infra structure Occurrence and duration of "non-

availabilities" decline Change in IT mentality from "reactive" to

"pro active" services Easier cost justification for IT services AM makes service improvement visible

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Financial Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Financial Management for IT Services

MISSIONFinancial Management identifies and analyses the cost for IT services and creates realistic methods for charging them. Its greatest benefit is the cost transparency for customers.

SCOPE

For internal IT service providers: The cost control of IT component services and affiliated IT services

For external targeted IT service providers: Cost-input for precise invoices and the support of strategic investment decisions

PROCESS

Business IT Requirements

IT Operational Plan

Accountinginvoice

charginginternal

external

FinancialObjectives

Accounting Models

Charging Policies

feedback about charging forecastsfor the company

Benefits IT accounting supports the IT management Statements about efficiency of specific IT

services are possible. Informed decisions about IT services and

investments Outline about the costs of service failures for

budgeting in strategically planning Transparency of costs for customers

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Continuity Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


IT Service Continuity Management

initialize

• start continuity mngmt.

• analysing business impact• risk analyses• business continuity strategy

planning • stand by procedures• recovery plans• arrangements for risk prevention• developing procedures• initial tests

• create awareness• training• checking• testing• change control• controlling

committingrequirements and strategies

implemen-tation

managingoperational ITSM

MISSIONContinuity Management (ITSCM) guarantees that an organization is able to recover essential services in case of disaster. ITSCM reduces the cost and the time for recovery.

SCOPE

ITSCM recovers projected services in projected time, e.g.:

IT systems, network, applications etc.

PROCESS

Benefits

Organizations increasingly dependent on IT have increasing needs for recovery planning to

lower insurance rates improve legal compliance positively prove emergency measures reach competitive advantages

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Service Level Management In The ITIL Context

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Service Level Management

MISSIONService Level Management balances customer requests with the ability of the IT organization to deliver services. It continuously tunes and controls service level agreements and so guarantees and optimizes service quality.

SCOPE Continuous improving of customer relationship

Better specification of, and knowledge about, service requirements

Higher flexibility and better response of service providers

Well-balanced ratio between customer request and cost of service

Measurable service levels

Quality increase

Cost transparency

PROCESS

Benefits

Service Level Management delivers measurable service level agreements.

Careful balancing of customer service requests between cost and complexity.

Exact specification of IT resources. Reduction of unpredictable demand. Decrease of acquisition cost by early

negotiations with suppliers. Establishing of a basis of comparison for

service improvement and customer satisfaction.

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Service Security

Security Management is a cycle of activities to produce a defined and adequate level of security.

Customer

Service Level Management

reports SLA SLR

Service Planning

Appraisal Implement

Control

reports Requirements

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Security Management in ITIL

MISSIONSecurity Management continuously plans, implements and evaluates security measures to assure a defined level of security for IT services.

SCOPE

Prevention of security incidents by clearly defined security management

Adequate and tactical reaction to security violations

Consolidation of security and business

Creation of a security plan

PROCESS

Control definition of processes, functions and responsibility

Planing definition of security policies

Implement creating awareness, implement measures

Appraisal checks of security with audits

Service checks of security with audits

Benefits

Stabilization of service capacity through projected and controlled minimization of security incidents.

Prevention of security incidents through clear security management.

Increase of service quality by establishing management and security policies to control safety requirements and the delivery of security relevant services.

Structural integration of security into IT. Lower vitiation of IT through coordinated

handling of security relevant changes. Adequate and cost –effective coverage of IT

services.

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


Executive Summary ITIL is one of various approaches to organize and run an IT

organization.

ITIL interacts with other methods and completes them.

ITSMITIL ISO

PM

PMOBokPrince2

QMCMM TQM

ITIL also acts as a tool within other methods.

ITSMITIL ISO

PM

PMOBokPrince2

QMCMM TQM

ITIL IN A NUTSHELL

• History

• Definition ITSM

• What is ITIL

• ITIL Modules

• Service Support


OVERVIEW

ITIL PROCESSES

• Summary

• More Info

IMPLEMENTATION



• ITIL Scope



• The Big Picture


More Information

More information available under:

Offizielle ITIL Seite des OGC (Office of Government Commerce) – engl.

The ITIL definition site – engl. British Standards Institution Die Seite der ITIL-User-Group in Deutschland - der Verein

itSMF Deutschland e.V. http://de.wikipedia.org/wiki/ITIL http://www.serview.de/

itil in nutshell

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