ITIL Version 3 Foundation

WHAT IS ITIL?

• ITIL - Information Technology Infrastructure Library
• A set of books
• Guidance, advice, suggestions....

           -- For IT Service Providers, on how to manage the delivery of IT services to our customers and end users.

• Based on PROCESSS and FUNCTIONS that are necessary
• DESCRIPTIVE FRAMWORK  
• ITIL 核心所談是"服務"並不是技術; ITIL談的是方向,概念, 屬於描述性質並沒有強制性質, 例如ISO20000是強制性質, 實施ISO20000則必需符合並達到規範的標準即要求.

WHAT IS ITIL?

• ITIL v3 is "Good Practice"

               -- Wildspread use
               -- Widely Available

ITIL Qualification Scheme
-- ITIL Foundation
    -- IT Service Management & Service Lifecycle (Understanding)

• Intruducing the Service Lifecycle
• Overview of Core Process Areas 

-- Service Lifecycle
    -- Focus on Core Process Areas  (Implementing)

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

-- Service Capability                         (Doing)
    -- Logical grouping experties

• Service Offerings and Agreements
• Planning, Protection and Optimisation
• Operational Support and Analysis
• Release, Control and Validation

-- Managing Across the Lifecycle     (Leading)
    -- Senior programme for lesders and those seeking highest certification

Services and the Services Lifecycle
ITIL v3 Library

• Service Strategy (SS)

          1..Focuses on service management as a strategic asset.
          2..Defines standards & policies that will be used to design IT services

• Service Design   (SD)

          1..Creating or modifying services & infrastructure architecture that are aligned to the business needs.

• Service Transition (ST)

          1..Manages the transition of new or changed services into the production environment.

• Service Operation

          1..Effectiveness & Efficinecy in delivery & support.
          2..Advice & guidance on all aspects of managing the day-to-day operation of IT services.

• Continual Service Improvement

          1..Create & maintain value for customers
          2..plan, Do, Check, Act (PDCA)

Services Lifecycle - Process
       Service Strategy

• Strategy Generation
• Service Portfolio Management
• Denamd Management
• IT Financial Management

       Service Design

• Service Catalogue Management
• Service Level Management
• Capacity Management
• Availability Management
• Service Continuity Management
• Information Security Management
• Supplier Management

       Service Transition

• Transition Planning & Support 
• Change Management
• Service Asset & Configguration Management
• Release & Deployment Management
• Service Validation & Testing
• Evaluation
• Knowledge Management

       Service Operation

• Event Management  
• Incident Management
• Request Management
• Problem Management
• Access Management

       Continual Service Improvement

• Service Measurement
• Service Reporting
• Service Improvement

Services Lifecycle - Function

• Service Desk
• Application Management
• Technical Management
• IT Operations

• The process and function represent our Service Management capabilities
• The level of maturity of these processes and functions can affect the credibility of the IT service provider
• Maturity can be measured and improved
• What is a Function? A team or group of people and the tools they use to carry out one or more Processes or Activities. (Example : Service Desk) 一群人以及他們所使用工具執行實現一個或多個流程或活動.---有專業的一群人
• Self-contained, specialised organisation unit with required capabilities & resources, responsible for specific outcomes

          -- Own body of knowledge(experience) & work methods
          -- Beware of functional silos --小心陷入IT 技術的思維

What is Service?
    A means of delivering VALUE to CUSTOMER by facilitating outcomes that they want to achive without the ownership of specific costs and risks

• Service

          -- Improve performance(e.g. ability to process more orders)
          -- Reduce constrains (e.g. lower cost per unit)

• Which leads to -- An increased probability of desired outcomes

What is Service Management
    A set of specialised organisational capabilities for providing value to customers in the form of services.

• Capabilities represented in FUNCTIONS and PROCESSES
• Processes made uo of ACTIVITIES
• Procedures can be explained by WORK INSTRUCTIONS

What is Process
    A set of coordinated activities combining & implementing resources and capabilities in order to produce an outcome, which directly or indirectly, creates value for external customer or stakeholder.
      -- Business processes lead to busness outcomes
      -- Business manager need IT systems that support the business process

     A set of interrelatived activities for the purpose of achieving a pre-defineed goal.

Process Characteristics
      -- Measurable .. Performance driven
      -- Specific Results .. Identifiable outputs
      -- Customer focus .. Delivermpromary output to customer or stakeholder .. internal or external
      -- Respond to specific events .. Traceable to a specific trigger

Process Owner
      -- Responsible to ensure that process is performed according to agreed & documented process and mets the aims  of the process definition.
     
     More tactical
     @ Document & pulish process
     @ Process design
     @ Improving the process
     @ Review enhancement
     @ Define KPIs

     More operational
     @ Reviw KPIs
     @ Address process issues
     @ Training & roles
     @ Review & audit
     @ Ensure staff resources

Service Owner
      -- Responsible to the customer for initiation, transition & ongoing maintenance & support of a particular service.
      @ Primary contract
      @ Ensure that delivery & support meet requirements
      @ Indentify Service Improvement opportunities
      @ Liaise with Process Owner
      @ Accountable to IT Director

       The Service Owner is a primary stakeholder for each process that enables or supports their service

RACI or ARCI

• Accountable
• Responsible
• Consulted
• Informed