ITIL best practise – ITIL introduction IT3860, Lecture notes of Service Management

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Chapter 1 ITIL best practise – ITIL introduction

IT

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IT Service Management Framework and Processes

Reference:

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Introduction to ITIL:

Author: Office of Government Commerce (OGC).

HD30.2 I

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ITIL Service Delivery: Author: Office of Government Commerce (OGC).ISBN 0113300174

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ITIL Service Support: Author: Office of Government Commerce (OGC).ISBN 0113300158

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ITIL Security Management: Author: Office of Government Commerce(OGC). ISBN 011330014X

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Lee Keng Toon MC

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George Tan

MT

Chapter 1 ITIL best practise – ITIL introduction

IT

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IT Service Management Framework and Processes

Assessment Methods

Percentage

(%)

In-Course Assessment

E-Assessment

Yes

Class Assessment

Yes

Common Test

No

Project/AssignmentAssessment

Yes

Examination

2-hour Examination

Yes

3-hour Examination

No Total

Chapter 1 ITIL best practise – ITIL introduction

Background •^

The origin of ITIL (IT infrastructure Library), was created by CCTA (Central Computer andTelecommunications Agency) in 1980s by the UK government with the objective ofensuring better use of IT services and resources. This grew rapidly in popularity, both inthe UK and, slowly, across the world. However, as IT itself changed, so did ITIL. TheCCTA, now known as OGC, eventually updated ITIL, and published version two.

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IT infrastructure Library (ITIL) – ITIL was developed in recognition of the fact thatorganisations are becoming increasingly dependent on IT to fulfil their corporateobjectives.

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ITIL was developed to disseminate proven IT Service Management best practisesystematically and cohesively. The approach is based on service quality and developingeffective and efficient processes.

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ITIL has established itself to become international standard as follows^ •

ISO 20000 is the international standard for IT Service management.

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BS15000 British Standards Institution's standard for IT service Management.

Chapter 1 ITIL best practise – ITIL introduction

Background

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ITIL is a framework outlining worldwide accepted best practices for ITService Management. The concepts within ITIL support IT serviceproviders in the planning of consistent, documented, and repeatableprocesses that improve service delivery to the business.

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ITIL covers areas such as Incident Management, Problem Management,Change Management, Release Management and the Service Desk etc.

Chapter 1 ITIL best practise – ITIL introduction

Service Supports •Service Desk•Incident Management•Problem Management•Configuration Management•Change Management•Release Management

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

IT Services •E-mail services•PC supports•Network Support•Applications Supports• …. etc

IT serviceproviders

Customers

Internal InternalIT OrganizationIT Organization rd 3 Party rd 3 Vendors Party Vendors

ITIL

To

Provide

•Who pay for the IT Services•Has many users•Usually represent a dept ororganization.

ISO 20000

Chapter 1 ITIL best practise – ITIL introduction

T h e T e c h n o l o g y

T h e B u s i n e s s

Planning to Implement Service Management

The businessPerspective

ICT InfrastructureManagement

ServiceManagement

Service Support

Service Delivery

Application Management

SecurityManagement

ITIL best practise framework

Chapter 1 ITIL best practise – ITIL introduction

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There are 2 core sets of ITIL, namely Service Support & Service Delivery. Thesecore sets are made up of 10 processes and 1 function (Service desk)

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Service Supports consists of

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Service Desk

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Incident Management

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Problem Management

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Configuration Management

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Change Management

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Release Management

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Service Delivery consists of

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Capacity Management

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Availability Management

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Financial Management

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IT Continuity Management

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Service Level Management

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A process is a logically related series of activities conducted toward and definedobjective. A process is a series of activities carried out to convert input into anoutput.

Chapter 1 ITIL best practise – ITIL introduction

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A procedure is a description of logically related activities, and who carried out. Aprocedure may include stages from different processes. A procedure defines whodoes what, and varies depending on the organisation.

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A set of work instructions defines how one or more activities in a procedure shouldbe carried out. Benefits of ITIL to the customer/users:•^

The provision of IT services becomes more customer-focused and agreementsabout service quality improve the relationship.

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The services are described better, in customer language, and in more appropriatedetail.

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The quality, availability, reliability and cost of the services are managed better.

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Communication with the IT organisation is improved by agreeing on the point ofcontact.

Chapter 1 ITIL best practise – ITIL introduction

Benefits of ITIL to the IT organisation:•^

The IT organisation develops a clearer structure, becomes more efficient, and morefocused on the corporate objectives.

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The IT organisation is more in control of the infrastructure and services it hasresponsibility for , and changes become easier to manage.

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An effective process structure provides a framework for effective outsourcing of ITservices.

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Following the ITIL best practices encourages a cultural change towards providingservices, and supports the introduction of quality management systems based onthe ISO9000 series or on BS15000.

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ITIL provides a coherent frame of reference for internal communication andcommunication with suppliers, and for the standardization and identification ofprocedures.

Chapter 1 ITIL best practise – ITIL introduction

ITIL organisation•^

OGC - Office of Government Commerce, which is an office of the UK Treasury andnow the new owner of ITIL.

The OGC published a series of ITIL books written by

UK and international experts.

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ITSMF – The Information Technology Service Management forum (ITSMF),originally known as the Information Technology Infrastructure Management forum(ITIMF), is the only internationally recognised and independent user groupdedicated to IT Service Management. It is owned and operated solely by itsmembership. ITSMF chapters promote the exchange of information and experiencewhich enables IT organisations to improve the services they provide. Theyorganised seminars, conferences etc, they also publish newsletters and operate awebsite for information sharing.

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http://itsmf.org.sg/

web site of ITSMF Singapore.

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EXIN and ISEB – EXIN is the Dutch foundation “Exameninstituut voor Informatica”and the UK “Information Systems Examination Board” (ISEB) jointly developed aprofessional certification system for IT Service Management.

Chapter 1 ITIL best practise – ITIL introduction

ITIL organisation•^

They provide a full range of ITSM qualifications at three levels.

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Foundation Certificate in IT Service Management

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Practitioner Certification in IT Service Management

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Manager Certification in IT Service Management