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ITIL & PROCESSESBasic Training

ITIL ITIL IT Infrastructure Library– The ITIL describes the processes that need to be implementedin an organization in the area of management, operations andmaintenance of the IT infrastructure in order to offer an optimalservice to the customers at the highest possible quality. ITSM IT Service Management– ITSM is the management, operations and maintanance of the ITinfrastructure. De facto standard – widely used all overthe world Process oriented approach:– IT Processes & Business Processes– Process relationships

What is ITIL Best practices (not a formal method)One language / terminologyFocus on IT (but not just suitable for IT)Existing activities and how to optimisethem Related process and tasks (roles) ITIL is a means to deliver a constantquality!

Why ITIL ? To align IT services with the current andfuture needs of the business and itscustomersbecause business is changing; user requirements andexpectations increase. To improve the quality of the delivered ITservicesquality of busines quality of IT; business is moredependent on IT

ITIL - background Founded in Great Britain (the FalklandWar 1982) Great popularity in the Netherlands USA, India, Australia Originally 40-50 small booksVersion 2 in 9 booksVersin 3 (June 2007) in 5 booksISO 20000 has been launched

Process definitions A process is a logically related series ofactivities conducted toward a definedobjectiveInputOutputActivitiesProcesses are a series of actions (input-output related) that generate Added Value.The Goal is achieved by a series of connected processes.

Process, Procedure & WorkFlowProcessWhy & what?ProceduresHow, who, when & where?Work instructionsHow (exactly)?

Process - what is it The Functionally CKRESULTRESULTRESULTRESULTRESULTRESULTthe lines decide

Process - what is it The Process Driven OrganizationGOALACTIVITIESFEEDBACKRESULTthe processes decide

securityWhat is ITIL ITIL anagementIT ServiceCapacity ManagementFinancialManagementReleaseManagementfor IT servicesService figurationManagementIncidentManagementProblem ManagementeskService D

What is ITIL Processes (1) Incident ManagementThe primary goal of the Incident Management processis to restore normal service operation as quickly aspossible and minimise the adverse impact on businessoperations, thus ensuring that the best possible levels ofservice quality and availability are maintained. Problem ManagementThe goal of Problem Management is to minimise theadverse impact of Incidents and Problems on thebusiness that are caused by errors within the ITInfrastructure, and to prevent recurrence of Incidentsrelated to these errors. In order to achieve this goal,Problem Management seeks to get to the root cause ofIncidents and then initiate actions to improve or correct

What is ITIL Processes (2) Change ManagementThe goal of the Change Management process is toensure that standardised methods and procedures areused for efficient and prompt handling of all Changes, inorder to minimise the impact of Change-related Incidentsupon service quality, and consequently to improve theday-to-day operations of the organisation. Release ManagementGood resource planning and management are essentialto package and distribute a Release successfully to thecustomer. Release Management takes a holistic view ofa Change to an IT service and should ensure that allaspects of a Release, both technical and non-technical,are considered together.

What is ITIL Processes (3) Financial Management for IT servicesIt supports the organisation in planning and executing itsbusiness objectives and requires consistent applicationthroughout the organisation to achieve maximumefficiency and minimum conflict. Capacity ManagementCapacity Management is responsible for ensuring thatthe Capacity of the IT Infrastructure matches theevolving demands of the business in the most costeffective and timely manner. IT service Continuity Management

What is ITIL Processes (4) Availability ManagementThe goal of the Availability Management process is tooptimise the capability of the IT Infrastructure, servicesand supporting organisation to deliver a Cost effectiveand sustained level of Availability that enables thebusiness to satisfy its business objectives.

What is ITIL Terminology (I) incident– any event which is not part of thestandard operation of a serviceand which causes,or may cause, an interruption to, ora reduction in the quality of thatservice– can be reported by: users IT service provision IT systemsevents

What is ITIL (II)Terminology service request (handledas incident)– a request by a user for information,advice or documentation functional questionrequest informationrequest status accountrequest batch jobsrequest back ups / restoresrequest password / authorisationRFC - request for change

What is ITIL Terminology(III)Problemis the unknown underlyingcauseof one or more incidents.Known ErrorThe root cause of the problem is known anda temporary workaround or a permanentalternative has been identified.

What is ITIL Terminology (IV) Owner, Manager,Operatives– The process owner is responsiblefor the process roles– The process manager isresponsible for realization andstructure of the process andreports to the process owner– The process operatives areresponsible for defined activitiesand these activities are reported totheprocess manager

What is ITIL Terminology (V)AGENTOne who is authorized to represent and act onbehalf of another person or business (called thePRINCIPAL) in transactions involving a third party.Unlike an employee who merely works for theprincipal, an agent works in place of the principal.Agents have three basic characteristics:1) they act on behalf of and are subject to controlof the principal2) they do not have title to the principal's property3) they owe their duty of allegiance to theprincipal's orders.

What is ITIL Terminology (VI) KPI Key PerformanceIndicator– KPIs are parameters for measuringprocesses relative to keyobjectives of Critical SuccesFactors (CSF) in the organization– Use performance indicators fromthe very start– They are your metrics towards thegoal– Do not use only quantitative KPI’s

ITIL ROLES AND PROCESS FUNCTIONSDON’T MESS AROUND,PLAY YOUR OWN ROLE!FORWARDCHANGE MANAGEMENTProblem SpecialistMIDFIELDPROBLEM MANAGEMENTIncident Agent & SpecialistDEFENCEINCIDENT MANAGEMENTSERVICE DESKOk Coach! - I take care of myown tasks and pass exactoutput to the right placeCOMMONTARGETREDUCEINCIDENTS

ITIL GAMEWHICH WAY YOU PLAY IT?

TietoEnator / GO and ITIL processes

OrganisationIn some cases an incident can travel trough the whole organisation and beyond but it willNEVER become a problem.Service DeskUsersOperatons&ApplicationsNetwork andServerManagementSuppliers3rd linen-th lineSuper UsersProcess”Normal” Incident Life CycleApplicationManagement1st line2nd lineIncident Life Cycle in some cases (e.g. h/w failures)GOPRA materialJuhani Valkonen

Raise a problem ticket atonce it is clear that theincident cannot be solvedwithout a root causeinvestigation - it s a task ofproblem process only!If nothing can be found bymatching DB, proposepossible already known orfound workaround to restorethe service.1Close theincident aftercustomerapproval.63Match DB to findopen problems or 2known errors youcan use to solvethe incident5Workaround or resolutioninformation will be takento the DB and to incidentprocess to be used torestore the service.Problem Manager acceptsthe workaround proposedby incident managementor found by root causeanalysis to be used(generally).47Known Error will be fixedwith structural resolution toprevent further incidents.

Incident management process isresponsible toraise a problem ticketIncidents when neededto getrid of incidents!Incident resolution timeis measured against SLA!link to open problem14ProblemProblem Managers are responsibleof Problem Management ProcessProblem Control- root cause unknownWorkaround/ResolutionIncident Managers are responsibleof Incident Management ProcessSolution to rootcause - no moreincidents from it.link to known error - KE usedKnown ErrorRFC7ChangeError Control- root cause known,resolution/workaround found

Responsibility of Incident process is to:- record and administrate all incidents – also stupid ones- recovering the service at first hand by using the available workaround- suggest a possible workaround to recover the service - no root cause analysis!- transferring the root cause investigation to problem management by raising a problem ticketResponsibility of Problem prosess is to:- approve/provide workarounds to incident process to be able to handle incidents proactively by recording all known errors and related workarounds to the system raised by incident prosess part of the root cause analysis- find the root cause for the incidents - Problem Control ordered by Incident process ( problem ticket) proactively creating a problem ticket themself- maintain the process of removing the root causes - Error Control

Terminology (1)Incident ManagementIncidentProblem ManagementKnownProblemErrorChange dentIncidentFighting symptomsSource: the Art of ServiceRFCfoundFinding & removing underlying causeImplementing thechange

The Service DeskRequest forsupportIncidentIncident uting2nd Line Support Development Technical management Software Management Network Management System Management 3rd Line SupportExternal Supplier(s), escalationProblemManagement

CONTINUOUS SERVICE TARGETS:1.TO RESTORE THE DISTURBED SERVICE AS SOON AS POSSIBLE- Incident Process2.TO FIND A ROOT CAUSE AND FIX IT TO PREVENT FUTHER DISTURBANCE- Problem ProcessT’THA!LLASPROJECT NEEDS ARE SOMETHING ELSE AND ARE NOT COVERED HERE.PROJECT CAN OF COURSE BUY CONTINUOUS SERVICE TO PRODUCTIONREADY PARTS OF THE PROJECT AS ANY OTHER CUSTOMER.PRODUCTION IPLEMENTATION WILL BE DONE AS FOR ANY OTHER CUSTOMER.

Hands-on exampleWhen there is no service deviation in the service offeredHelpIncident managementIncidentService karounds“Disk space limit hasbeen exceeded”. Cannotupdate.Workaround from KB:”Remove files”Problem managementRoot cause description inProblem Control: ”Notenough disk space”Proposal in Error Control when rootcause has been found in ProblemControl: ”More disk space is needed”ProblemProblemmgmtmgmt- t- -ErrorErrorControlControlChange managementNew disk isreplacedaccording toauthorizedchange planChangeChangemgmtmgmtDecision based on CAB estimation in Change management:Is it possible to provide more disk space?- Estimate implementation risks and cost- Plan Schedule for implementation

• ITIL = IT Infrastructure Library – The ITIL describes the processes that need to be implemented in an organization in the area of management, operations and maintenance of the IT infrastructure in order to offer an optimal service to the customers at the highest possible quality. • ITSM = IT Service Management