April ITIL iso Febr ITIL

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         Lecture no 13: Overview over ITIL


          TDT4285 Planlegging og drift av IT-systemer
                         Spring 2007
                   Anders Christensen, IDI
    TDT4285 Planl&drift IT-syst   5. February 2007
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    What is ITIL?

    • A framework providing a structure for
      organizations that run IT-services.
    • Based on experiences and best practice
    • A mind-set, which is to be implemented in
      spirit, but not necessarily copied in details.
    • Freely available



    TDT4285 Planl&drift IT-syst   5. February 2007
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    The History behind ITIL
                            ITIL
                          Version 1
                                                           ITIL
                                  10+30 books            Version 2
                                                             2+N books
    British civil
      service
                             The Nederlands
                                                      Rest of the
                                                        world
    Origins (none of which are true):            Google:
     Thatcher-directive                          April 2004: ITIL=357k, iso9000=1.94M
     Out of the chaos from the                   Febr 2005: ITIL=1.13M, iso9000=796k
        war of the Falklands                     Febr 2006: ITIL=4.31M, iso9000=6.12M
     IBM outsourcing                             Febr 2007: ITIL=13.8M, iso9000=4.77

    TDT4285 Planl&drift IT-syst           5. February 2007
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     How to use ITIL?
                          Handle                                Simplifies
                         complexity                 NO
    Pro-activity                          YES             Lower cost
                        Documentation                    of operations

    Predictability                 Kernel of             Sub-optimalisation
                                  experiences
       Common                                                   Reactivity
    tribal language               Synchronize
                                  expectations
    TDT4285 Planl&drift IT-syst       5. February 2007
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     ITIL is process-oriented
                                                         Leaders
             People




                                   Traditionally
                                                            Middle mgmt
                Roles



                                       ITIL
                                                                      Employees
           Subtasks


             Processes                                             Areas of work
                                                Top-down, controlling
    Task-oriented, non-hierarchical
                                                areas of responsibility

     TDT4285 Planl&drift IT-syst      5. February 2007
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      Ten core processes of ITIL
      (… and one function)
              Service Desk                        Service Level mgmt

    Incident mgmt                                       Financial mgmt
                                                        for IT-services
    Problem mgmt                                         Capacity mgmt
                                        ITIL
    Config. mgmt                                         IT Services
                                                       Continuity mgmt
      Change mgmt

          Release mgmt                                Availability mgmt

     TDT4285 Planl&drift IT-syst   5. February 2007
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    What ITIL is not?
    • A complete blue-print, but bricks and material from
      which you can build your own building depending on
      your needs.
    • A quick fix, but a set of processes that you have to
      build into the mind-set of your employees, and which
      must be continually updated and improved.
    • Something you buy, although you can buy help to
      implement it, the core of the work is changing your
      own organization and how it thinks and functions.
    • Another method of control, but a way of setting up
      your organizaton so that it works towards the goals
      without controlling management.

    TDT4285 Planl&drift IT-syst   5. February 2007
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     Customers and Users

                              Service Desk         Service Level mgmt
                                                           Financial mgmt




                                                                             Customer
                       Incident mgmt
            Users


                                                           for IT-services
                       Problem mgmt
                                              ITIL          Capacity mgmt
                      Config. mgmt                           IT Services
                                                           Continuity mgmt
                         Change mgmt
     Service
                           Release mgmt                Availability mgmt      Service
     Support
                                                                              Delivery
    =blue book
                                                                             =red book


     TDT4285 Planl&drift IT-syst        5. February 2007
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         Service support                                               The Business, Customer or User


                                                Difficulties     Communications
     Mgmt tools                                  Queries            Updates
                                 Incidents      Enquiries         Work-arounds          Changes

             Incidents                                    Service desk                            Releases


                      Incident                                 Change                             Config.
                       mgmt               Problem               mgmt              Release         mgmt
                                           mgmt                                    mgmt

    Service reports      Problem stats       Change sched        Release sched       CMBD reps
    Incident statis      Trend analysis      CAB minutes         Release stats       CMDB stats
    Audit reports        Probl reps          Change stats        Release revs        Policy/std
                         Problem revs        Change revs         Secure library      Audit reps
                         Diag aids           Audit reps          Testing std
                         Audit reps                              Audit reps
       CMDB

               Incidents           Problems                                                  CIs and
                                  Known errs             Changes             Releases       relations

    Source: OGC: BestPrcatice for Service Support

      TDT4285 Planl&drift IT-syst                   5. February 2007
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     Service delivery                                                     Business, Customer and Users



         Availability                             Requirements                Queries      Communication
           mgmt                                     Targets                  Enquiries        Updates
                            Capacity                                                          Reports
                                                  Achievement
                             mgmt
      Avail Plan                                                            Service        SLA, SLR, OLA
      AMDB                    Capacity plan                               Level mgmt       Service reports
      Design crit             Capacity DB                                                  Service catlg.
      Targets                 Targets/thresholds                Financial Plans            SIP,
      Thresholds              Capacity Reports                  Types and models           Exception reps
      Reports                 Schedules                         Cost and Charges           Audit report
      Audit reps              Audit reports                     Reports
                                                                Budgets/Forecasts        IT Continuity Plans
                                             Financial          Audit reports            BIA and Risk anls
                Alerts and                   Mgmt for                                    Requirements Def’s
                Exception                   IT-services                                  Control centers
                Changes                                          IT Service              DR contracts
                                                               Continuity mgmt           Reports
                      Mgmt tools                                                         Audit reports
     Source: OCG: Best Practice for Service Delivery
        TDT4285 Planl&drift IT-syst                    5. February 2007
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     ITIL and ISO9000 and Best practice

                 Your local
     Locally




                  system
                                                    ITIL
                                                 Frame work
                                Best
                              practice
     Globally




                                                                        ISO9000
                Experiences

                       Specifics                            Generally

     TDT4285 Planl&drift IT-syst         5. February 2007
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     Dissenting views on ITIL
     Maybe ITIL is …
     • … a ghost from the 1970s?
     • … a method for getting organizations to kind-of
       work, despite the lack of competence among
       their members?
     • … latest fashion in management?
     • … a paradigm to blindly trust and dig into?
     • … a local, but not necessarily global maxima?

     TDT4285 Planl&drift IT-syst   5. February 2007

				
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