LECTURE 2 ITILv3 Introduction and Overview SERVICE Strategy SERVICE Design Introduction & Overview What is ITIL? What about v3? Key Concepts Service Management & Delivery The Five Stages of the lifecycle
ITIL Roles Functions and Processes What is ITIL? Systematic approach to high quality IT service delivery Documented best practice for IT Service Management Provides common language with welldefined terms Developed in 1980s by what is now The Office of Government Commerce What about v3? ITIL started in 80s. 40 publications!
v2 came along in 2000-2002 Still Large and complex 8 Books Talks about what you should do v3 in 2007 Much simplified and rationalised to 5 books Much clearer guidance on how to provide service Easier, more modular accreditation paths Keeps tactical and operational guidance Gives more prominence to strategic ITIL guidance relevant to senior staff Aligned with ISO20000 (1st international standard for IT service management, mostly based on ITIL 2005)
Key Concepts (1/4) Service Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks e.g. a backup service means that you dont have to care about how much tapes, disks or robots cost and you dont have to
worry if one of the staff is off sick or leaves Key Concepts (2/4) Service Level Measured and reported achievement against one or more service level targets. E.g.: Red = 1 hour response 24/7 Amber = 4 hour response 8/5 Green = Next business day Key Performance Indicators (KPIs)
Quantifiable measurements that reflect the critical success factors of an organization (KPIs usually are long-term considerations) Service Level Agreement (SLA) Written and negotiated agreement between Service Provider and Customer documenting agreed service levels and costs Key Concepts (3/4) Configuration Management System (CMS) Tools and databases to manage IT service providers configuration data Contains Configuration Management Database (CMDB)
Records hardware, software, documentation and anything else important to IT provision Lot of tools vendors: IBM (Tivoli), BMC (Atrium), HP, Microsoft, CA, Release Collection of hardware, software, documentation, processes or other things require to implement one or more approved changes to IT Services Key Concepts Incident Unplanned interruption to an IT service or an unplanned reduction in its quality
Problem Unknown ( as briefly as possible ) underlying cause of one or more incidents Work-around Reducing or eliminating the impact of an incident without resolving it 4 Ps of Service Management People skills, training, communication Processes actions, activities,
changes, goals, improving paths Products tools, monitors, measures, documents Partners specialist suppliers Service Delivery Strategies Strategy Features In-sourcing All parts internal
Out-sourcing External resources for specific and defined areas (e.g. Contract cleaners) Co-Sourcing Mixture of internal and external resources Knowledge Process Outsourcing (domain-based business expertise) Outsourcing of particular processes,
with additional expertise from provider Application Outsourcing External hosting on shared computers applications on demand (e.g. Survey Monkey, Meet-o-matic) Business Process Outsourcing Outsourcing of specific processes e.g. HR, Library Circulation, Payroll Partnership/Multi-sourcing
Sharing service provision over the lifecycle with two or more organisations Service Delivery Levels Application SW OS & Middleware SaaS Software as a Service PaaS Platform as a Service HW & Bld Infrastructures
IaaS Infrastructures as a Service The Service Lifecycle & the 5 Lifecycle Stages Processes & Functions Process Structured set of activities designed to accomplish a defined objective Inputs & Outputs Measurable
Function Team or group of people and tools they use to carry out one or more processes or activities Own practices and knowledge body ITIL Roles (Owner vs. Manager) Process Owner Ensures Fit for Purpose Process Manager Monitors and Reports on Process Service Owner
Accountable for Delivery Service Manager Responsible for initiation, transition and maintenance. Lifecycle! more Roles Business Relationship Manager ( ) Service Asset & Configuration
Service Asset (resources) Manager Service Knowledge (capabilities) Manager Configuration Manager Configuration Analyst Configuration Librarian CMS tools administrator The 5 Service Lifecycle Stages Stage 1 Service Strategy
What are we going to provide? Can we afford it? Can we provide enough of it? How do we gain competitive advantage? Perspective Vision, mission and strategic goals
Position Plan Pattern Must fit organisational culture Service Strategy has four activities Service Assets Resources Things you buy or pay for IT Infrastructure, people, money Tangible Assets
Capabilities Things you grow Ability to carry out an activity Intangible assets Transform resources into Services Service Portfolio Management Prioritises and manages investments and resource allocation
Proposed services are properly assessed Business Case Existing Services Assessed. Outcomes: Replace Rationalise Renew Retire Demand Management
Ensures we dont waste money with excess capacity Ensures we have enough capacity to meet demand at agreed quality Patterns of Business Activity to be considered E.g. Economy 7 electricity, Congestion Charging, Stage 2 Service Design
How are we going to provide it? How are we going to build it? How are we going to test it? How are we going to deploy it? Processes in Service Design 1. 2. 3. 4. 5. 6. 7.
Service Catalogue Management Service Level Management Capacity Management Information Security Management Availability Management ITSCM (disaster recovery) Supplier Management P#1 Service Catalogue Keeps service information away from business information Provides accurate and consistent information enabling service-focussed working P#2 Service Level Management
Service Level Agreement (SLA) Operational Level Agreements Internal Underpinning Contracts (SLAs are for service management, contract is for the court ...) External Organisation Supplier Management Generally an annexe to a contract Should be clear and fair and written in easy-tounderstand, unambiguous language Success of SLM: Key Performance Indicators (KPIs)
How many services have SLAs? How does the number of breaches of SLA change over time (we hope it reduces!)? Things you might find in an SLA Types of SLA Service-based All customers get same deal for same services Customer-based Different customers get different deal (and different cost)
Multi-level These involve corporate, customer and service levels and avoid repetition SLA, an example Online Services Availability Minutes of service unavailability Period 1 definition: MON-FRI 8-18
Period 2 definition: other Observation interval 1 YEAR: Inappropriate SL: more than 523 min/year in period 1, more than 680 in period 2 Insufficient SL: more than 756 min/year in period 1, more than 983 in period 2 Unsuitable SL: more than 1.047 min/year in period 1, more than 1.361 in period 2 Observation interval 1 MONTH: Inappropriate SL: n/a Insufficient SL: n/a Unsuitable SL: more than 209 min/month in period 1, more than 272 in period 2
SLA, more examples Online Services Performance Transactions mean response time 2,5 sec Maximum percentage of transactions ending in more than 1 sec = 5% DR Service RTO (Recovery Time Option): Applications A, B, C, ... restarting in 2 hours after the disaster formal statement Applications X, Y, Z, ... restarting in 24 hours after the disaster formal statement RPO (Recovery Point Option): No data loss for applications A, B, C, ...
Maximum data loss for applications X, Y, Z, ... updates in the last hour before the disaster P#3 Capacity Management Right Capacity, Right Time, Right Cost! Balances Cost against Capacity so minimises costs while maintaining quality of service P#4 Information Security Management Confidentiality
Making sure only those authorised can see data Integrity Making sure the data is accurate and not corrupted Availability Making sure data is supplied when it is requested P#5 Availability Management Ensure that IT services are available minimum at the agreed targets Lots of Acronyms
Mean Time Between Service Incidents Mean Time Between Failures Mean Time to Restore Service Resilience increases availability Service can remain functional even though one or more of its components have failed P#6 ITSCM IT Service Continuity Management Ensures resumption of services within
agreed timescale Business Impact Analysis informs decisions about resources E.g. Stock Exchange cant afford 5 minutes downtime but 2 hours downtime probably wont badly affect a departmental accounts office or a college bursary Standby for liftoff... Cold Accommodation and environment ready but no IT equipment WEEKS Warm As cold plus backup IT equipment to receive
data 24 48 HOURS Hot Full duplexing, redundancy and failover MINUTES COUPLE of HOURS not to be confused Availability Management The process that defines SLA on IT Services availability and provides their compliance Continuity Management The process by which PROACTIVE measures are put in place and managed to ensure that IT Services can continue should an incident occur
Disaster Recovery A set of REACTIVE processes activated to recover IT Services after a serious incident has occurred Contingency Plan A set of business emergency procedures to be used during missing or severe defecting IT Services P#7 Supplier Management To ensure that all contracts with suppliers support the needs of the business, and that all suppliers meet their contractual commitments:
Providing the Supplier Management Framework Evaluation of New Suppliers and Contracts Establishing New Suppliers and Contracts Processing of Standard Orders Supplier and Contract Review Contract Renewal or Termination
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