Guest Speaker Presentation on ITILv3 Foundation

1. ITIL Overview Presented By: ADNAN ABBAS

4. IT Organization Current Challenges Business Challenges IT Responsibilities Minimizing risk in a dynamic business scenario Minimizing cost & time-to-market Improving ROI Increasing Business Performance IT enables the business to meet its goals Ensuring a stable & flexible IT environment Optimizing resources & costs Minimizing costs & complexity Adapting quickly to changing needs

5. The IT organization of the future will have a different focus

7. “ A service is a means of delivering value to customers by facilitating the outcomes that customers want to achieve without the ownership of specific costs and risks. ” What is an IT Service? An "IT Service" is a set of IT-related functions (HW & SW) User Web Server Application Server Database Server SERVICE

8. What is IT Service Management? IT Service Management is the totality of IT Service Provision, including the management of the infrastructure and the environment ENVIRONMENT Good IT Service Management ensures that Customer requirements; and expectations are met with consistency . IT Service IT Service IT Service IT Service INFRASTRUCTURE

10. Key Elements Capacity Planning Configuration Management PARTNERS Tools / Technology Customer / End Users Service Manager / Team PEOPLE Production Acceptance Team Executive Sponsor Change Control Hardware Problem Management Software PROCESS PRODUCTS Project Manager / Team Suppliers / Outsourcers

12. The History behind ITIL 1980s 1990s 2000s ITIL Version 1 ITIL Version 2 British civil service 10+30 books 2+N books The Netherlands Rest of the world ITIL Version 3 2+N books

13. Defining the Problem

14. WHY ITIL? Because IT is critical to the Business

15. ITIL is process-oriented Processes Roles People Subtasks Leaders Middle mgmt Employees Areas of work ITIL Traditionally Top-down, controlling areas of responsibility Task-oriented, non-hierarchical

16. Ten core processes of ITIL (… and one function) Service Desk Incident mgmt Problem mgmt Config. mgmt Change mgmt Release mgmt Service Level mgmt Financial mgmt for IT-services Capacity mgmt IT Services Continuity mgmt Availability mgmt ITIL

18. ITIL Service Lifecycle

19. Five Phases of ITILv3

21. “ Think of ITIL not as a destination, but as a vehicle you can use to help you travel more quickly and efficiently on your ongoing journey of continuously improving service levels ”

22. ITIL is a CATALYST for transforming IT. Traditionally IT has operated in functional silos with separate goals and objectives. But in Today’s environment, IT is changed with transforming itself into a service oriented culture, where cross functional teams are unified in the common pursuit of service excellence and business alignment.

23. ITIL is DESCRIPTIVE versus PRESCRIPTIVE ITIL describes what needs to be done to improve service, BUT It does not explain how to do it.

26. Key Concepts Processes(s) : are structured sets of activities designed to achieve a specific objective. Function(s) : are self-contained subsets of an organization intended to accomplish specific tasks. They usually take the form of a team or group of people and the tools they use. “ Processes help organizations accomplish specific objectives often across multiple functional groups” whereas “ Functions add structure and stability to organization”

30. CORE ITSM COMPONENTS

40. Things you might find in an SLA

50. Data-Information-Knowledge-Wisdom Wisdom cannot be assisted by technology – it only comes with experience! Service Knowledge Information Management System is crucial to retaining this extremely valuable information

52. Configuration Management System

62. Service Operation Balances

77. Relationship to other processes Change mgmt Release mgmt Config. mgmt Problem mgmt Incident mgmt Capacity mgmt Availability mgmt IT service cont mgmt Service level mgmt

80. Activities RFC submission, Recording Acceptance; filtering RFCs Configuration mgmt processes info and monitors the status of CIs Classification, category and priority Urgent? Planning; Impact and Resources Coordination Build Test Implement Working Evaluation and Close Rejection, possibly new RFC Start back-out plan Urgent procedures Yes No

91. Input and output Change mgmt RFC CMDB FSC (forward schedule of change) FSC History Reports Triggers for other proc

92. Helpdesk IT-sysadmin- staff Customers Single point of entry E-mail Physical access Telephone Web Chat Porjects Interrupt- controlled

98. “ Nobody” read the documentation Docs must be Especially designed Location Timing Repetition Variation Focus Briefness Comprehensible Relevance & Usefulness

100. Problem Symptom Error message First feedback Analysis Fixing Final feedback Closure 1 minute 10 minutes 1 hour Note: the times given is just examples for discussion

103. New Open More info Archived Closed Wait In work Analysed

105. Welcome Problem identification Planning and execution Verification Greet them Classification Description Verification Alternatives Selection a Solution Implementation By sysadmin By user Closure

113. ITIL v3 Certification Roadmap

114. Thank You