ITIL Version 3 Best Practices - University Of Utah

ITIL Version 3 Best PracticesMaster World-Class IT Management Techniques with ITIL Version 3Safari Books Online For GovernmentImproving IT Service Management within the Government OrganizationContentsWhat is ITIL?2Why ITIL Version 3 Best Practices?3The Service Lifecycle: 5 Best Practices of the ITIL Library4Stay Competitive & Improve Productivity6About Safari Books Online for the Government Sector7References8Form # WP-305 (05/09)

What is ITIL?The Information Technology Infrastructure Librarythe assessment process.” As an IT leader the(ITIL) is written by the UK Office of Governmentsource for understanding and implementing suchCommerce and published by The Stationary Office.procedures is gained through the teachings andThis library features best practices and standardsexamples of ITIL.for IT professionals and developers. The ITIL corecollection of titles has been used by IT professionalsfor more than 20 years and is considered theauthoritative body of work focusing on exceptionaland innovative technology solutions and services.For many IT experts there is no substitute for themethodologies covered in the five core titles.In addition, over the last two years, the OMB haslaunched the Line of Business (LOB) initiatives.The purpose of the initiatives is to consolidate andimprove operations around common services,including, financial grants, budgeting, and ITinfrastructure. As a result, agency IT departmentsare in need of a framework to help them transformITIL describes best practices, the framework for ITand achieve key goals established as part ofprofessionals to establish world-class service andthe LOB initiatives.achieve the competitive advantage so necessary intoday’s business world. ITIL defines the processesthat enable IT to provide value-added supportand services to the business, where factors suchas reliable systems and networks, consistent ITprocesses, and timely execution of enterpriseprojects are thoughtfully planned and implemented.As LOB metrics, such as; total cost per device, totalcost per user, and help-desk speed-of-answerpercentage become “mission-critical” for IT agencydepartments, it is imperative for IT departmentsto fully grasp the scope of data and the costsassociated with doing business. ITIL v3 is gearedfor service delivery, understanding costs, andAs Sarbanes-Oxley has changed the businesstransforming IT Operations into best-in-classworld, requiring far more internal control overIT Operations.financial and management decisions, The Office ofManagement and Budget (OMB) Circular A-123 hasdone the same for Federal agencies. Also similar toSarbanes-Oxley, A-123 defines IT and IT Operationsas an area highly dependent upon transparency andinternal controls.Larry Klosterboer, an eighteen-year veteran of ITOperations, and a certified ITIL expert with IBM,states that an IT leader today can gain valuableknowledge, resources and—perhaps mostimportantly—a roadmap to IT issues through theadoption of ITIL. Configuration Management is oneOMB Circular A-123 states, “Generally, identifyingexample. A vital component to the IT Architecture,and implementing the specific proceduresConfiguration Management, and the supportingnecessary to ensure effective internal control, andConfiguration Management Database (CMDB)determining how to assess the effectiveness ofare the skeleton of all IT Service Support andthose controls, is left to the discretion of the agencythe backbone for delivering that support. Whenhead. While the procedures may vary from agency tooutlining key elements in the IT landscape such asagency, management should have a clear, organizeddatabase relationships, software installation, impactstrategy with well-defined documentation processesand risk assessments, and infrastructure andthat contain an audit trail, verifiable results, anddocumentation, Configuration Management isspecify document retention periods so that someoneoften a component IT leaders describe asnot connected with the procedures can understandneeding attention.ITIL Version 3 Best Practices for Government

Why ITIL Version 3 Best Practices?“Having the ITIL Version 3 Service Management Best Practices documentation available on demand throughSafari Books Online is a valuable benefit to all of us here in the Sun IT Group. Safari Books Online makescollaborating on projects simple; each of us can quickly find information we need and instantly share thatinformation with the rest of the team. As an IT community, we should all continue to use this resource tomake the most of our service delivery and service management practices.”—Dawn Mular, Director, IT Operations Group - Sun MicrosystemsITIL Version 2 was influential in identifying the keyROI, business metrics and business benefits comeprocesses of its time; however, those processesto the forefront in ITIL Version 3 Best Practices,shaping Service Management have changedreflecting the trend and necessity for IT to step outdrastically. IT leaders can confirm Serviceof the cost center world and into the value-added-to-Management means more than just supporting thethe-bottom-line world.end product; it means establishing and workingthrough a Service Lifecycle.In working with literally hundreds of IT clientsover the years, Larry Klosterboer cites complianceITIL Version 3 Best Practices has expanded theand control as significant hurdles for many ITconcept of IT service delivery from day-to-daydepartments looking to react to business needs.operations of those services to the Service Lifecycle.Change Management is critical to success in thisITIL Version 3 Best Practices includes five lifecyclearea of IT Operations. A structured process isphases (each with its own guidebook): Strategy,provided to address areas such as impact analysis,Design, Transition (which covers implementation andcommunication and scheduling for thechange), Operations and Continual Improvement.impending change.At the strategy level, Version 3 Best PracticesBoth business and technical requirements mustspecifically invites the business manager into thebe considered when implementing any changeprocess by asking IT to base the design, maintenancecontrol. ITIL educates on the Change Managementand evolution of IT services on the businessprocess to minimize risks associated withobjectives of the organization.such undertakings.ITIL Version 3 Best Practices for Government

The Service Lifecyle:5 best practices of the ITIL LibraryWith busy CIOs and IT leaders in mind, the five bestpractices provide the road map for ITIL Version 3Best Practices through the five core titles. Eachtitle correlates to the heart of ITIL Version 3 BestPractices, The Service Lifecycle. The four stages ofthe Lifecycle—Strategy, Design, Transition andOperation—expand on core processes of ITILVersion 2, while the fifth stage, Continuous ServiceImprovement, encompasses the entire lifecycle.Source: ITIL.orgService StrategyService DesignThe Service Strategy volume provides guidanceThe Service Design volume provides the ITon how to design, develop, and implement servicemanager and staff with the guidelines formanagement not only as an organizationalproduction and maintenance of IT policies,capability but also as a strategic asset. Productionarchitectures, and documents for the design ofand maintenance of IT polices, architectures, andinnovative IT service solutions and processes.documents for best practice IT infrastructureservice solutions are laid out for easy adoption.Key concepts and guidance included in thispublication (Service Strategy, TSO, 2007) include:» Converting innovative ideas and concepts intoservices for customersKey concepts and guidance included in thispublication (Service Design, TSO, 2007):» Service design objectives and elements» Selecting the service design model» Cost modeling» Solving problems with effective and enduringsolutions» Benefit/risk analysis» Controlling costs and risks that can potentiallydestroy carefully created value» Measurement and control» Learning from successes and failures to managenew challenges and opportunitiesIn addition, an in-depth look at the market spaceis covered. The IT service provider is challenged» Implementing service designService Design explores the Service LevelManagement (SLM) to aid IT in establishingappropriate service targets in conjunction withthe business.to understand the market space better than itsThe supporting structure to SLM is Service Levelcompetitors. This volume covers topics, such as,Agreements (SLA), Operational Level Agreementsreal analysis of the dynamics of the market space(OLA) and the Service Improvement Plan (SIP),and what critical success factors make thatall thoroughly covered in this volume.market unique.ITIL Version 3 Best Practices for Government

Service TransitionThe Service Transition volume details thedevelopment and improvement of capabilitiesfor transitioning new and re-designed servicesinto operations. This volume builds upon ServiceStrategy and Service Design and accelerating plansinto realization while providing the necessary toolsfor Risk Management and Release Management.Service Level Management cannot become a realitywithout the complete grasp of Service Operation. It isnot possible for IT to deliver true value to the businesswithout viewing goals through the business lens.However, quality of service and system stability comeat a cost. It is in this environment that measurementand control help steer the IT organization into balance.The Service Desk is reviewed in this volume,Key concepts and guidance included in thiscovering topics like incident reporting, diagnosispublication (Service Transition, TSO, 2007) are:of reported problems, escalation procedures, and» Managing organizational and cultural changeuser communication to help bolster what is for manyorganizations the main customer contact for users.» Knowledge management» Service knowledge management systems» Methods, practices and tools» Measurement and control» Companion best practicesFollowing ITIL practices, a structured and robustChange Management process is necessaryContinual Service ImprovementITIL has always emphasized continual improvement.This volume stresses continual improvement aspart of the Service Lifecycle covering topics suchas repeatable processes, service management andservice retirement.to handle changes. The need to promptly andKey concepts and guidance included in thisaccurately record changes in the Configurationpublication (Continual Service Improvement,Management System cannot be overlooked.TSO, 2007) are:Change Management is a consistent forcethroughout the Service Lifecycle, and the topic isexplored in detail in this volume.» Business & technology drivers for improvement» Justification templates» Business, financial and organizationalimprovementsService Operation» Methods, practices and toolsService Operation details delivery and control to» Measurement and controlachieve operational excellence for daily activities.Key concepts and guidance included in thispublication (Service Operation, TSO, 2007) are:» Companion best practicesA seven step improvement process is outlined tohelp push continual improvement beyond a theory.» Application ManagementGoal alignment from Service Strategy and Service» Change ManagementDesign drives the process steps at a strategic,» Operations Management» Control processes and functionstactical, and operational level. The seven stepprocess focuses heavily on data analysis, coveringwhat should be measured, what can be measured,» Scalable practicesand gathering, processing, and analyzing data to» Measurement and controldevelop a case for areas needing improvement.ITIL Version 3 Best Practices for Government