Introduction to ITIL

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Introduction to ITIL

• Information Technology Infrastructure Library
• Presenter John Bentley

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ITIL Service Management

• Best practice, non-proprietary guidelines
• most widely accepted approach to IT Service
  Management in the world
• Applicable to all organisations
• public and private sector
• large and small
• Move to ICT standards - governance
• AS8015-2005, AS8018-2004 (BS15000), Cobit, six
  sigma, balance scorecard
• Moves to certification

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ITIL History

• ITIL was developed in 1980s
• guide for UK Government and Published by the
  Central Computer and Telecommunications Agency
  CCTA
• Early 1990s becomes the world de facto
  standard framework for IT Service Management
• Concentrates on Service Quality and Customer
  Orientated approach but maintains Vendor
  Independence
• Industry Forums drive updates to ITIL

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Situation in Australia

• 32.6 of survey respondents rank improvements to
  infrastructure or increasing productivity as
  their top business priority.
• However, only 27.2 of respondents are aware of
  ITIL and it's benefits in enabling the
  organisations to improve the efficiency and
  effectiveness of the IT operations.
• IDC Australia Market Sentiment Monitor Survey,
  Dec.2003( n261).

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• Tabcorp, BHP, Telstra, National Australia Bank
  and an estimated 70 of Australian Government
  Department (according to Gartner) have started on
  the path of applying ITIL to their IT Service
  Management operations
• eNewsletter Dimension data Solutions, issue 29,
  page 6, June 2004

Sources http//www.ddls.com.au/Extra/AllNewslette
rs/June_feature6.html
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Large Australian IT Departments

• Department of Human Services (Vic)
• Suncorp Metway
• Curtin University of Technology
• Rio Tinto
• SingTel Australia
• NSW Police Service
• CSIRO
• Department of Education (WA)
• Queensland University of Technology
• St George Bank
• Department of Employment and Workplace Relations
• La Trobe University
• Roads and Traffic Authority (NSW)
• Department of Education and Training (NSW)
• News Limited
• Queensland Police
• Australian National University
• South Australia Police
• Queensland Rail

• Department of Defence
• Telstra Corporation
• National Australia Bank
• Commonwealth Bank of Australia
• Westpac Banking Corporation
• Centrelink
• ANZ Bank
• Australian Taxation Office
• Queensland Health
• Qantas
• Australia Post
• BHP Billiton
• University of Sydney
• University of Queensland
• IBM Australia
• Coles Myer
• Department of Human Services (SA)
• Monash University
• The InTACT Group

60 of these major corporations are currently
reaping the benefits of ITIL Nov 2003
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ITIL Principles

• ITIL is all about
• Processes
• Organisation
• IT infrastructure
• Optimal service provision
• Justifiable costs

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Quality Improvement Deming's Quality Circle
Do
Plan
Quality improvement
Check
Act

• Plan
• Do
• Check
• Act

BS15000
ASA8018
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Strategic, Tactical, Operational Processes
Strategic IT Processes
Tactical Processes
Operational Processes
Clients
IT Department
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Operational Management
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Tactical Management
Goal Guarantee and Maintain Quality, stability,
Flexibility
Service Level Management
Third Party Maintenance
Customer Liaison
Financial Management
Cost Management
Capacity Management
Availability Management
Contingency Planning
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Strategic Management
Goal Planning and Long Term Control Over Quality,
stability, Flexibility
Business Alignment
IT Services Organisation
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IT Infrastructure

• Hardware
• Software
• Procedures
• Documentation
• Roles and responsibilities

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IT Services

• A service is
• a set of related functions provided from the IT
  infrastructure in support of one or more business
  areas perceived by clients as a coherent and
  self-contained entity
• Eg. Connection of PC to network

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IT Infrastructure Library

• 10 sets
• Originally over 30 books
• Most used
• Service Support Set (operational)
• directly supporting and providing the IT Services
• Service Delivery Set (tactical)
• managing services to be delivered
• Guidelines for managing ICT

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The ITIL Framework
Planning to Implement Service Management
The Business Perspective
ICT Infrastructure Management
The Technology
The Business
Security Management
Applications Management
Source OGC
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ITIL Sets

• Service support set
• Service delivery set
• Managers set
• Complimentary guidance set
• Software support set
• Environmental set
• Business continuity management set
• Business perspective set

ITIL Publications
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Service Support Processes

• Incident Management Incident management seeks to
  restore normal IT service as quickly as possible
  with a minimum disruption to the business when
  something does not work as expected
• Problem Management Problem Management is the
  resolution and prevention of incidents that
  affect the normal running of an organizations IT
  services
• Configuration Management The Configuration
  Management Database (CMDB) contains details of
  the organisations elements that are used in the
  provision and management of its IT services
• More than just an asset register, as it will
  contain information that relates to the
  maintenance, movement, and problems experienced
  with the Configuration Items
• Change Management Change Management is the
  practice of ensuring all changes to Configuration
  Items are carried out in a planned and authorised
  manner
• Software Control and Distribution This is the
  management of software development, installation
  and support
• Service Desk The Service Desk is very often
  the first contact users have in their use of IT
  Services The Service Desk is a function and not
  an ITIL process

Operational processes
Source ITIL Service Management Shop
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Service Delivery Set

• Service Level Management Service Level
  Management is the primary management of IT
  services, ensuring that agreed services are
  delivered when and where they are supposed to be
  delivered.
• Capacity Management Capacity Management is the
  discipline that ensures IT infrastructure is
  provided at the right time in the right volume at
  the right price, and ensuring that IT is used in
  the most efficient manner.
• Contingency Planning Contingency planning is the
  process by which plans are put in place to ensure
  that IT Services can recover and continue should
  a serious incident occur.
• Availability Management Availability Management
  is the practice of identifying levels of IT
  Service availability for use in Service Level
  Reviews with Customers.
• Cost Management for IT Services Cost Management
  is the discipline of ensuring IT infrastructure
  is obtained at the most effective price (which
  does not necessarily mean cheapest), and
  calculating the cost of providing IT services so
  that an organization can understand the costs of
  its IT services.

Tactical processes
Source ITIL Service Management Shop
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ITIL Overview Service Delivery Service Support
Source HRO, Frank van der Linden
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Readings

• ITIL Thoughts
• Mark Holland 8/6/2004, CIO
• Frameworks for a Picture-Perfect IT Organisation
• ITEyewitness IDC Australia, 2004 (abstract)
• OGC Office for Government Computing
• http//www.ogc.gov.uk/index.asp?id2261

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ITIL Certification

• ITIL Foundations Certificate
• Reduced fees for VU students by elearning through
  The Art of Service
• Cost just under 200AUD
• plus exam 275AUD
• See link on BCO6653 website to sign up