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An Overview of the Information Technology Infrastructure Library


An Overview of the Information Technology Infrastructure Library August 27, 2007 Agenda What is ITIL? Why is it important? ITIL an overview Questions and answers ... – PowerPoint PPT presentation

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Title: An Overview of the Information Technology Infrastructure Library

An Overview of the Information Technology
Infrastructure Library
  • August 27, 2007

  • What is ITIL?
  • Why is it important?
  • ITIL an overview
  • Questions and answers

What Is ITIL?
  • The Infrastructure Technology Infrastructure
    Library is a framework of best practices
  • Developed by the UK Office of Government Commerce
  • Promotes quality computing services in the IT
  • Forms the foundation on which an organization can
    either design and/or adopt a methodology to meet
    its own specific needs.
  • Addresses the organizational structure and skill
    requirements for an IT organization by presenting
    a comprehensive set of management procedures with
    which an organization can manage its IT

Best Practice
  • How would you define Best Practice?
  • Widely recognized, proven through use and regular
    improvement, flexible, and documented
  • Technique, method, process, etc that is more
    effective at delivering a desired outcome than
    any other.
  • Most efficient (least amount of effort) and
    effective (best results) way of accomplishing a
    task, based on repeatable procedures that have
    proven themselves over time for large numbers of

ITIL As a Quality Framework
  • Supports
  • British Standards Institution Code of Practice
    for IT Service Management (PD0005)
  • A code of practice for IT Service Management
  • ISO quality standard ISO9000/20000 (ISO20k)
  • Supported by
  • Aligns with
  • CMM/CMMi
  • Balanced Scorecard
  • Six Sigma
  • Baldridge Award Criteria
  • TQM

Why Is ITIL Important?
  • Criteria for professionalism
  • Formal body of knowledge
  • Formally recognized
  • Maintains a code of behavior
  • Business alignment
  • System support
  • Common language
  • Recognized best practice

Industry Forces
  • Commodization of IT
  • IT as a cost center
  • CIO reports to CFO
  • Outsourcing is prevalent

Business Drivers
  • IT must the business and provide consultative
  • More change in less time
  • Ensure existing quality
  • Cost control

Technology Drivers
  • IT must understand the business and provide
    consultative advice
  • More change in less time
  • Ensure existing quality
  • Cost control

IT Service Management
  • A collection of shared responsibilities plus
    interrelated disciplines and processes, that
    enable an organization to measure, control, and
    ultimately manage the IT infrastructure to
    delivery quality, cost effective services to meet
    both short- and long-term business requirements.

IT Service Management
  • Mission
  • To Decrease and control cost, improve customer
  • By Stabilizing and Standardizing the
  • So We can have predictability in service delivery
  • Advantages
  • Scalability
  • Cost
  • Capacity
  • Availability
  • Throughput
  • Utilization

  • Align IT services with the current and future
    needs of the business, customers, and users
  • Improve quality of IT services
  • Reduce and control the long-term cost of
    providing IT services

IT Service ManagementCore Tactical Disciplines
  • Service Support
  • Incident Mgt
  • Problem Mgt
  • Change Mgt
  • Release Mgt
  • Configuration Mgt
  • Service Delivery
  • Service Level Mgt
  • Financial Mgt
  • Capacity Mgt
  • IT Service Continuity Mgt (ITSCM)
  • Availability Mgt

Service Desk Security
Service Delivery
  • Consists of five best practice processes
  • Service Level Management
  • Availability Management
  • Financial Management
  • Capacity Management
  • IT Service Continuity Management (ITSCM)

Service Level Management
  • Objective Maintain and improve IT service
    quality through a constant cycle of agreeing,
    monitoring, reporting, and reviewing IT service

Service Level Management Definitions
  • Service
  • One or more IT systems that enables a business
  • Service Catalog
  • Clarifies what you offer
  • Service Providers
  • The organization that provides IT services
  • Service Level Agreement (SLA)
  • Formal, written agreement between provider and
    customer of the service targets for services
  • Operational Level Agreement (OLA)
  • Internal agreement on services that support the
    delivery of a service
  • Vital Business Function
  • The reason IT exists

Service Level Management Responsibilities
  • Service Catalog
  • Service Level Agreement
  • Operational Level Agreement (OLA)
  • Underpinning Contracts (UC)
  • Service Improvement Program (SIP)
  • Communications

Service Level Management Activities
  • Define
  • Negotiate
  • Contract
  • Monitor
  • Report Review
  • Improvement

Availability Management
  • Objective Optimize the capability of the IT
    infrastructure and supporting organization to
    deliver a cost effective and sustained level of
    availability to satisfy business objectives
  • The ability of a service or component to perform
    a stated function under defined circumstances or
    over a designated period of time
  • Component calculation
  • Key dependencies

Availability Management
  • Reliability
  • Freedom from operational failure (MTBF)
  • Maintainability
  • Focuses on component failure and what can be done
    to prevent and restore the component
  • Serviceability
  • Third-party underpinning contracts to guard
    availability, reliability, and maintainability

Availability Management Activities
  • Requirements
  • Improvement
  • Plan
  • Monitor
  • Control
  • Contract
  • Cost

Types of Availability
  • Continuous
  • Minimize the impact of any outage and maintenance
  • High Availability
  • Minimize the effect of an outage
  • Continuous Operation
  • Minimize the effect of maintenance
  • Scheduled outage
  • Planned downtime
  • Customer visibility and approval
  • Unscheduled outage
  • Not planned
  • Not approved by the customer
  • Result of an infrastructure fault

Financial Management
  • Objective Provide cost effective stewardship of
    IT assets and resources used to provide IT
  • Stewardship
  • Fact-based
  • Value

Financial Management
  • Budgeting
  • Financial plan that ensures money will be
    available at a specific point in time over a
    specific period
  • Accounting
  • Keeps track of where the money is going
  • Charging
  • Recover the costs of services or provide
    visibility to the costs of consuming the services

Capacity Management
  • Objective Ensure that capacity and performance
    aspects of the business requirements are provided
    in a timely and cost effective manner
  • Balance costs and capacity against supply and
    evolving demands of the business

Capacity Management
  • Activities
  • Monitoring
  • Analysis
  • Tuning
  • Implementation
  • Data Storage
  • Understand Demand
  • Modeling
  • Application Sizing
  • Planning

Capacity Management
  • Demand Management
  • Constraints
  • Physical
  • Financial
  • Perspective
  • Short-term
  • Long-term

IT Service Continuity Management
  • Objective Support the overall Business
    Continuity Management Process by ensuring that
    the required IT technical service facilities can
    be recovered within the timeframe required by
    Business Continuity Management
  • Manage ability to continued an agreed level of
    support after a business interruption

IT Service Continuity
  • Scope
  • In Scope
  • Business critical processes, systems, and
  • Impact analysis
  • Organizational risk tolerance
  • Out of Scope
  • Business direction
  • Technical failures

IT Service Continuity
  • Requirements and Strategy
  • Business Impact Analysis (BIA)
  • Risk Assessment
  • Business Continuity Strategy

Service Support
  • Five best practice processes
  • Incident management
  • Problem management
  • Change management
  • Release management
  • Configuration management

Incident Management
  • Objective Restore normal service operation as
    quickly as possible and minimize the adverse
    impact on business operations, ensuring that the
    best possible levels of service, quality, and
    availability are maintained.
  • Prime Directive

Incident Management
  • Activities
  • Detection and recording
  • Classification support
  • Investigation diagnostics
  • Resolution recovery
  • Incident closure
  • Monitoring, tracking, communication
  • Scope
  • Application hardware
  • System availability
  • Question/password/ request status

Problem Management
  • Objective Minimize the averse impact of
    incidents and problems on the business that are
    caused by errors within the IT infrastructure and
    to prevent recurrence of incidents related to
    those errors
  • Problem control
  • Error control

Change Management
  • Objective Ensure that standardized methods and
    procedures are used for efficient and prompt
    handling of all changes in order to minimize the
    impact of change-related incidents upon service
    quality and consequently to improve day-to-day

Change Management
  • Scope
  • Hardware
  • Communications equipment S/W
  • System S/W
  • Live application S/W
  • Documents and procedures
  • Activities
  • Categorization
  • Defines work effort required
  • Minor, significant, major
  • Assessment Evaluation
  • Prioritization
  • Immediate
  • High
  • Medium
  • Low

Release Management
  • Objective Assume a holistic view of a change to
    a defined IT service, ensure that all aspects of
    a release are considered together and protect the
    live environment through formal procedures and
  • orchestration of changes

Release Management
  • Hardware
  • Large/critical particularly for those dependent
    upon a S/W change
  • Software
  • Initial rollout of new S/W
  • Major rollouts
  • Bundling
  • Grouping related changes into manageable sizes
  • Types
  • Major
  • Minor
  • Urgent

Configuration Management
  • Objective Provide a logical model of the IT
    infrastructure by identifying, controlling,
    maintaining, and verifying the versions of all
    configuration items

Configuration Management
  • Activities
  • Planning
  • Identification
  • Control
  • Status accounting
  • Verification/audit
  • CI Types
  • Categories
  • Lifecycles
  • Track to monitor cost, specifications, progress

Service Desk
  • Objective Provide interface with customers for
    questions, complaints and comments regarding the
    IT infrastructure and restore services as quickly
    as possible following a deviation from agreed
    service levels.

Service Desk Overview
  • Activities
  • Incident control
  • Customer interface
  • Support
  • Responsibilities
  • Manage incidents
  • Manage to the SLA
  • Benefits
  • Improved customer service, perception, and

  • Objective Ensure the safety and value of
    information in the enterprise by assuring the
    confidentiality, integrity, and availability of
    the information
  • Confidentiality seeks to protect the access and
    use of information
  • Integrity addresses the context of the
    information. Seeks to ensure the accuracy,
    completeness, and timeliness of the information
  • Availability ensures the information is available
    when desired

  • Examination and certification is managed by the
    APM Group, the OGC's Official Accreditor for
    ITIL. Also known as the APMG
  • Three certifications
  • Foundation
  • Practitioner
  • Manager

  • Licensed Examination Institutes
  • EXIN - The Examination Institute for Information
    Science in the Netherlands
  • ISEB - The Information Systems Examination Board
  • These groups organize and control the
    accreditation and certification activity within
    the ITIL Community. All of the above bodies
    accredit training organizations to guarantee a
    consistent level of quality in course delivery.

Questions and Answers