ITIL 2011 At a Glance 978-1-4614-3896-0
ITIL 2011 At a Glance takes a graphical approach to consolidating the information of ITIL volume 3 (2011). ITIL is an in
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ITIL® 2011 At a Glance John O. Long
SpringerBriefs in Computer Science
Series Editors Stan Zdonik Peng Ning Shashi Shekhar Jonathan Katz Xindong Wu Lakhmi C. Jain David Padua Xuemin Shen Borko Furht VS Subrahmanian Martial Hebert Katsushi Ikeuchi Bruno Siciliano
For further volumes: http://www.springer.com/series/10028
John O. Long
ITIL® 2011 At a Glance
John O. Long Raleigh, NC, USA [email protected]
ISSN 2191-5768 ISSN 2191-5776 (electronic) ISBN 978-1-4614-3896-0 ISBN 978-1-4614-3897-7 (eBook) DOI 10.1007/978-1-4614-3897-7 Springer New York Heidelberg Dordrecht London Library of Congress Control Number: 2012939343 © The Author 2012 This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed. Exempted from this legal reservation are brief excerpts in connection with reviews or scholarly analysis or material supplied specifically for the purpose of being entered and executed on a computer system, for exclusive use by the purchaser of the work. Duplication of this publication or parts thereof is permitted only under the provisions of the Copyright Law of the Publisher’s location, in its current version, and permission for use must always be obtained from Springer. Permissions for use may be obtained through RightsLink at the Copyright Clearance Center. Violations are liable to prosecution under the respective Copyright Law. The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use. While the advice and information in this book are believed to be true and accurate at the date of publication, neither the authors nor the editors nor the publisher can accept any legal responsibility for any errors or omissions that may be made. The publisher makes no warranty, express or implied, with respect to the material contained herein. Printed on acid-free paper Springer is part of Springer Science+Business Media (www.springer.com)
Copyright and Legal Information ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. ITIL® Glossaries/Acronyms © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce. BPMN workflow diagrams created using BizAgi Process Modeler by BizAgi Ltd. This book is currently under consideration by publishers. This book may only be distributed by the author for evaluation purposes.
Table of Contents Introduction............................................................................... 1 Purpose .................................................................................. 1 Audience ................................................................................ 1 Organization of the Book ........................................................ 1 For more information .............................................................. 2 List of ITIL Processes............................................................... 3 Service Strategy ....................................................................... 5 Overview Diagram .................................................................. 6 Service Strategy Key Concepts .............................................. 7 Strategy Management for IT Services ................................... 12 Architecture Considerations .................................................. 13 Service Portfolio Management .............................................. 14 Financial Management for IT Services .................................. 16 Architecture Considerations .................................................. 18 Demand Management .......................................................... 20 Architecture Considerations .................................................. 21 Business Relationship Management ..................................... 22 Architecture Considerations .................................................. 23 Other Practices ..................................................................... 24 Service Design ........................................................................ 25 Brief Description ................................................................... 25 Service Design Key Concepts............................................... 27 Design Coordination ............................................................. 28 Architecture Considerations .................................................. 31 Service Catalog Management ............................................... 32 Service Level Management................................................... 34 Capacity Management .......................................................... 36 Availability Management ....................................................... 40 IT Service Continuity Management ....................................... 44 Information Security Management ........................................ 46
viii
Table of Contents
Supplier Management ...........................................................48 Other Practices .....................................................................50 Additional Service Design Roles ...........................................50 Service Transition...................................................................51 Service Transition Key Concepts ..........................................52 Service Asset and Configuration Management .....................56 Change Management ...........................................................60 Release and Deployment Management ................................62 Service Validation and Testing ..............................................64 Transition Planning and Support ...........................................66 Knowledge Management ......................................................68 Change Evaluation................................................................70 Other Practices .....................................................................72 Additional Service Transition Roles ....................................... 72 Service Operation ...................................................................73 Service Operation Key Concepts ..........................................75 Event Management ...............................................................78 Incident Management ...........................................................80 Request Fulfillment ...............................................................82 Problem Management ...........................................................84 Access Management ............................................................86 Other Practices .....................................................................88 Service Operation Functions .................................................88 Additional Service Operation Roles.......................................90 Continual Service Improvement ............................................91 Seven-Step Improvement Process ........................................94 Additional CSI Roles .............................................................95
1
Introduction Purpose This book is designed as a quick reference for ITIL® 2011. It is not intended as an overview of ITIL® 2011 but merely as a memory jogger. It is suggested that you first familiarize yourself with the ITIL® 2011 documentation before using this book. This book contains references to more detailed material found in ITIL® 2011. Audience This book is intended to be used by anyone involved in planning, consulting, implementing, or testing an ITIL® 2011 implementation. Organization of the Book This book summarizes each of the ITIL® 2011 books. Each book in the ITIL® 2011 series represents a single stage in the lifecycle of an IT service. The first and last books in the series, Service Strategy and Continual Service Improvement, do not contain rigorously-defined processes, but instead describe a set of practices that may be used during those stages of the service lifecycle. The second, third, and fourth books in the series, Service Design, Service Transition, and Service Operation, contain rigorously-defined processes. The subsequent chapters in this book each summarize one of the ITIL® 2011 books. The Service Strategy and Continual Service Improvement chapters contain the following structure: x x x x
Brief Description of the Stage Overview Diagram of the Stage Key Concepts of the Stage Processes
Each process section within a chapter is structured in the following way: x
Process Purpose – The rationale for the process
J.O. Long, ITIL ® 2011 At a Glance, SpringerBriefs in Computer Science, DOI 10.1007/978-1-4614-3897- 7_1, © The Author 2012
2 x x x x
ITIL® 2011 At a Glance
Overview Diagram – Shows all triggers, inputs, outputs, activities, and roles for the process Key Concepts – Various diagrams for describing important concepts and a list of key terms BPMN Workflow – The high-level workflow for the ITIL activities cast in very basic BPMN (Business Process Modeling Notation) Architecture Considerations – Changes that could be made to the process if a rigorously-defined ITSM architecture was needed. This is the view of the author based on inconsistencies and issues found with implementing ITIL 2011.
For more information The author may be contacted at [email protected]
3
List of ITIL Processes Process name Access Management Availability Management Business Relationship Management Capacity Management
Acronym ACC AVM
ITIL Book Operation Design
What’s new in ITIL 2011
BRM
Strategy
New process
CAP
Design
Change Evaluation
CHE
Transition
Change Management
CHA
Transition
Demand Management Design Coordination Event Management Financial Management for IT Services Incident Management IT Service Continuity Management Knowledge Management Problem Management
DEM DES EVE
Strategy Design Operation
Previously known as “Evaluation” Build and Test Authorization separate from Deployment authorization Newly defined activities New process Workflow improved
FIN
Strategy
Newly defined activities
INC
Operation
SCO
Design
KNO
Transition
PRB
Operation
Release and Deployment Management Request Fulfillment Service Asset and Configuration Management Service Catalog Management Service Level Management
RDM
Transition
REQ
Operation
SAC
Transition
SCA
Design
SLM
Design
Some activities consolidated into Deployment Workflow improved
Workflow improved
J.O. Long, ITIL ® 2011 At a Glance, SpringerBriefs in Computer Science, DOI 10.1007/978-1-4614-3897- 7_2, © The Author 2012
4 Service Portfolio Management Service Validation and Testing Seven-Step Improvement Strategy Management for IT Services Supplier Management Transition Planning and Support
ITIL® 2011 At a Glance
SPM
Strategy
Newly defined activities
SVT
Transition
SSI
CSI
Workflow improved
STM
Strategy
New process
SUP
Design
New repository for data
TPS
Transition
5
Service Strategy Brief Description Service Strategy describes an IT organization’s high-level approach to providing services. First, the IT organization must identify the market for its services. This, in turn, drives the identification of services offerings as well as the strategic assets that will constitute those services. Envisioned services will be added to the service portfolio. These identified services will continue to be pursued until they are finally chartered for design (and development), which moves those services into the Service Design stage. Supporting this overall activity is the need to determine the IT organization’s overall approach to providing services. This may include internal providers, external providers, a shared approach, preferred providers, etc. In addition, several practices play a part in determining the overall service strategy, including financial management, demand management, and risk management.
J.O. Long, ITIL ® 2011 At a Glance, SpringerBriefs in Computer Science, DOI 10.1007/978-1-4614-3897- 7_3, © The Author 2012
6
ITIL® 2011 At a Glance
Overview Diagram
Strategy Management for IT Services
Business Relationship Management
IT Customers
Service Portfolio Management
Supporting Processes and Practices Financial Management
Demand Management
Risk Management
Key Rectangle with gray back ground - Process Rectangle with white back ground – Practice
Service strategy defines a number of processes and practices
7
ITIL® 2011 At a Glance
Service Strategy Key Concepts Service Design Package and Other Service Artifacts
Service Strategy
Service Design
Service Transition
Service Operation
Service Design Package
Statement of Requirements (SOR)
Service Acceptance Criteria (SAC)
Service Level Requirements (SLR)
Service Level Targets
Contain severy thing that defines the service through each stage of the service lifecycle.
The service design package is used throughout the service lifecycle
8
ITIL® 2011 At a Glance
Types of Services Business unit Business process
Business process
Service Level Agreements
Operational Level Agreements
Core service
Core service Underpinning Contracts
Business services
Supporting service
Infrastructure service
Supporting service
Supporting service Service Supplier
Infrastructure service
IT Organization
An IT organization provides core services, supporting services, and infrastructure services
9
ITIL® 2011 At a Glance
Service Providers The Business Business Unit
Business Unit
Business Unit
Business Unit
Internal service providers Type I service provider
External Business
Type II service provider
External service providers Type III service provider
There are three types of service providers
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ITIL® 2011 At a Glance
Service Packages, Service Level Packages, and Lines of Service Customer 1 (pattern of business activity)
Customer 2 (pattern of business activity)
Service level package 2
Service level package 1
Service package 1
Service package 2 Core service
Supporting service
Supporting service
Line of Service (LOS)
A line of service consists of all service packages for a service
11
ITIL® 2011 At a Glance
Service Portfolio and Catalog
Service Pipeline
Service Catalog
Service Status • Requirements • Defined • Analysed • Approved
Service Status • Chartered • Designed • Developed • Built • Test • Released • Operational
Service Portfolio
Retired Services
Service Status • Retired
The service portfolio includes the service pipeline, the service catalog, and retired services
12
ITIL® 2011 At a Glance
Strategy Management for IT Services Purpose To define overall direction for the IT service management effort, obtain buy-in, and carry out that direction. Overview Diagram Triggers Annual planning cycles
Inputs Current plans
Environment research Vendor strategies and road maps Customer interviews Service Portfolio Service reports
New business opportunity
Internaland external environment changes
Mergers and acquisitions
Outputs
Strategy Management for IT Services Roles
Activities Strategic assessment
Strategy Management Process Owner
Strategy generation
Strategic plans
Business Strategy Manager
Strategy execution
SPM
FIN
DES
SVT
KNO
Strategy reviews Organization mission and vision
Strategy Management Process Manager
Measurement and evaluation
Tactical plans
Strategic policies
SSI
Strategic reqts for new services
Audit reports Primary interfaces
Key Concepts Strategy – A high-level approach to carrying out defined IT objectives. Sourcing Strategy – An overall plan and approach to how IT services are provided by internal and external service providers, specifically showing whether there is a preference for internal or external providers.
ITIL® 2011 At a Glance
BPMN Workflow
Architecture Considerations This process was originally a loosely-defined set of activities in ITIL v3 but has now evolved to a full-blown process. Strategy Management is a needed process, but is still defined at a very high level. More work needs to be done to make this process actionable.
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ITIL® 2011 At a Glance
Service Portfolio Management Purpose To manage and control the set of planned, existing, and retired IT services. Overview Diagram Triggers New IT strategy
Request for new service
Service improvement opportunity
Preoperational service status
Service level reviews
Large variation in service costs
Inputs Business strategy and plans
Service improvement
Outputs Service Portfolio Management Activities
Roles
Process initiation Service Portfolio Management Process Owner
Define
Service portfolio
Service charter
Analyze Financial report Approve Business requests and complaints Early service project updates
Service status report
Service Portfolio Management Process Manager
Service investment report
Charter
SCA
STM
FIN
DEM
BRM
SLM
CAP
AVM
SCO
ISM
SUP
CHA
SAC
SVT
KNO
SSI
Change proposal
Strategic risk
Primary interfaces
Key Concepts Application portfolio – The entire set of IT applications, regardless of status in the application lifecycle. This may be implemented as part of the CMS or the service portfolio. Customer agreement portfolio – The entire set of service agreements and other contracts between the service provider and its customers. Customer portfolio – The entire set of customers who receive IT services from an IT service provider.
ITIL® 2011 At a Glance
Market space – A description of the IT customer market, including a description of customer needs, that may be used to determine a set of IT services for that market. Project portfolio – The entire set of IT projects, regardless of status in the project lifecycle. Retired services – The subset of the service portfolio consisting of those services no longer available to customers. Service catalog – The subset of the service portfolio consisting of those services currently available to customers. Service model – A model of the interactions between service assets and customer assets within a service or set of services to create value to the customer. Service pipeline – The subset of the service portfolio consisting of those services not yet available to customers. Service portfolio – The entire set of services managed by a service provider, regardless of status in the service lifecycle. BPMN Workflow
Architecture Considerations This process focuses on the management of the Service Portfolio. However, there are other portfolios to be managed as well, including the Customer Portfolio, Customer Agreement Portfolio, Application Portfolio, and Project Portfolio. This process could be improved by being renamed to “IT Portfolio Management” and the scope broadened to manage all portfolios.
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ITIL® 2011 At a Glance
Financial Management for IT Services Purpose Obtain and steward financial resources for IT service management. This includes charging and billing IT customers as well as performing general accounting. Overview Diagram Triggers Financial reporting cycle
Inputs Regulations and standards
Financial audit results
Financial information request
New service opportunity investigation
Change request with financial impact
Service pricing request
Financial Management for IT Services Roles Activities
Outputs Service valuation
Accounting Generally accepted accounting practices
Financial Management Process Owner
Budgeting CMS sources of financial data
Budget Holder
Service investment analysis
Compliance results Financial Management Process Manager
Charging Service portfolio STM
SPM
BRM
CHA
SAC
SSI
CAP
Cost optimization results
AVM Business impact analysis results
Primary interfaces
Key Concepts Charging policy – A policy that defines how services and other items will be calculated and charged. Charging process – The approach for deciding how to charge customers and bill them. Cost center – An organization or project against which IT costs are expensed. Using this approach, IT customers are not charged for services. IT service providers can be paid for using either a cost center or a profit center.
ITIL® 2011 At a Glance
Cost unit – Things that can be easily counted while assigning costs for a service. Cost units are the smallest items that can be counted within a cost element. For example, within the cost element “training”, cost units could be instructors, training manuals, or meals. Enterprise Financial Management – Financial management applied to the entire enterprise. Financial management for IT services is a subset of enterprise financial management. External funding – Funding that is obtained from services sold to external customers. Financial Year – A consecutive 12 month accounting period. Funding model – An approach to how and when funding is available for a service provider. Funding models include rolling plan funding, trigger-based funding, and zero-based funding. Internal funding – Funding that is obtained from other business units in the same organization. Profit center – A business unit that charges for IT services. A service provider can be organized as either a profit center or a cost center. A profit center can charge to make a profit, operate at a loss, or just cover costs. Rolling plan funding – A funding plan for a fixed length of time (i.e., cycle) and is used repeatedly for additional cycles. This type of funding is typically used for specific projects. Trigger-based funding – A funding plan that initiates when a specific event occurs, such as a request to upgrade a service. Zero-based funding – A funding plan that allocates costs to a specific budget amount, then recovers those costs from costs transfers from other business units. This is the most typical funding plan for IT services.
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ITIL® 2011 At a Glance
BPMN Workflow
Architecture Considerations Financial Management is a part of any major organization. ITIL calls this Financial Management for IT Services to distinguish it from other types of Financial Management within the enterprise. Although this is a useful distinction, the same could be said of many other ITIL processes. For instance, Change Management is a process found in many areas of the enterprise, not just IT, yet ITIL does not call that process “Change Management for IT Services”. The phrase “for IT Services” should merely be an implied part of each ITIL process. An important part of Financial Management not described in ITIL is advisory aspects of Financial Management such as providing financial assessments for change requests, financial feasibility to new projects or portfolio proposals, etc.
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ITIL® 2011 At a Glance
Demand Management Purpose Promote reduced demand for services as required by the IT organization. This may include reducing user access, providing user incentives to reduce demand during peak hours, etc. Overview Diagram Triggers Request for new or changed service
Need for service model definition
New service initiative
Business activity forecast exception
Service performance issue
Inputs
Outputs Demand Management
Request for new or changed service Service model validation request Service portfolio
Roles
Activities Identify sources of demand forecasting
Activity-based demand management
Patterns of business activity
Develop differentiated offerings
Customer portfolio Customer agreement portfolio Charging model
Demand Management Process Owner
User profiles
User profiles
Patterns of business activity
Demand policies Demand Management Process Manager
Manage operational demand
STM
SPM
FIN
BRM
SLM
Chargeable items
CAP
AVM
SCO
CHA
SAC
Service improvement opportunity
SVT
EVE
Service utilization policy Service package differentiation options
Primary interfaces
Key Concepts Demand – A strong request for a resource, such as a service Supply and demand – The principle upon which Demand Management exists – matching service supply to customer demand, including understanding potential demand and managing service assets to meet that demand.
ITIL® 2011 At a Glance
Gearing service assets – The principle of adjusting service assets to meet the changing patterns of customer demand.
BPMN Workflow
Architecture Considerations Demand Management should include an activity to forecast demand management, not just look at past patterns of user behavior. There should also be an activity to report on demand management outcomes.
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ITIL® 2011 At a Glance
Business Relationship Management Purpose To develop and maintain business relationships between IT service providers and the IT customer, including ensuring that customer needs are realized in IT services. Overview Diagram Triggers New strategic initiative
New or updated service
Inputs Customer requirements Customer communication Service strategy
New business opportunity
Customer New service suggestions charter and requests
Business Relationship Management Roles Activities Initiate by Customers
Business Demand Relationship Management Manager Process Owner
Initiate by Service Provider
Business Relationship Management Process Manager
Service Portfolio Project portfolio
Request for change Business activity patterns
Scheduled meeting with customer
Scheduled customer survey
Outputs Stakeholder definition Defined business outcome Service funding agreement Customer portfolio
Customer strategy
Service level agreement
Customer complaints
STM
SPM
FIN
DEM
SLM
SCA
CAP
AVM
SCO
CHA
RDM
SSI
Primary interfaces
Service requirements Customer satisfaction surveys and results Customer schedules Customer training and communication schedule Service performance feedback
User profiles
Key Concepts Business Relationship Management Process vs Business Relationship Manager Role – The process is focused on maintaining appropriate relationships between the IT organization and its customers and service providers. However, the role is often involved in representing other processes with customers, such
ITIL® 2011 At a Glance
as Service Level Management and Service Portfolio Management. Customer Satisfaction – The practice of taking actions to meet and exceed customer expectations. Service Requirements – Customer wants and needs related to an IT service. Complaint – Negative feedback from a customer that is an important input to continual service improvement. Compliment – Positive feedback from a customer that is an important input to continual service improvement. BPMN Workflow
Architecture Considerations As a new ITIL process, Business Relationship Management needs more architectural rigor. The two ill-named activities do not adequately describe the kinds of work that must be done in Business Relationship Management, such as identifying contacts, managing contact information, defining customer and service provider considers, monitoring and tracking issues, etc.
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ITIL® 2011 At a Glance
Other Practices Risk Management – Identifying, evaluating, and determining acceptable responses to risks. Organizational Change – The transition of an organization from a current state to a future state. At an enterprise level, this is often referred to as Change Management, not to be confused with ITIL (and other) Change Management. Six Sigma – A data-driven methodology for reducing defects to near-zero. Program and Project Management – The processes for initiating, coordinating, and monitoring ongoing programs and timelimited projects. Governance – The approach to ensuring that policies and strategy are adhered to. Quality Management System – An approach to ensuring that an organization meets targeted quality levels. Balanced Scorecard – A tool that breaks down a strategy into key performance indicators.
25
Service Design Brief Description Service Design is a stage in the service lifecycle in which a new or modified service is developed and made ready for the Service Transition stage. The primary effort of this stage is the design (and development) of the service. This include defining service requirements, designing the service solution, evaluating alternate suppliers of the service, and integrating existing service assets or creating them from scratch into a service. Service Level Management provides the interface to IT customers in the collection of requirements. Supporting processes such as Availability Management, Capacity Management, Information Security Management, and IT Service Continuity Management are consulted to make sure the envisioned service will meet service level targets and expectations. Supplier Management manages relationships with potential service providers. As the service progresses through this stage, the Service Catalog is updated with new information about the service, including status changes in the service. The Service Catalog is that part of the Service Portfolio that can be viewed by IT customers. It is also an instrument of Service Level Management to enter into discussions with IT customers about new service requirements or about the initiation of a service level agreement.
J.O. Long, ITIL ® 2011 At a Glance, SpringerBriefs in Computer Science, DOI 10.1007/978-1-4614-3897- 7_4, © The Author 2012
26
ITIL® 2011 At a Glance
Overview Diagram Service Catalog Management Service Level Management Utility
Design Coordination Requirements Engineering
Supporting Processes and Practices
Warranty
Availability Management
Capacity Management
Information Security Management
IT Service Continuity Management
Supplier Management Data and Information Management
Application Management
Key Rectangle with gray background – Process Rectangle with white background – Practice
The design of services is at the heart of this lifecycle stage
27
ITIL® 2011 At a Glance
Service Design Key Concepts Service Availability Service availability
Service outage
Uptime • • • • •
Downtime Detect Diagnose Repair Recover Restore
Service interruption
Service outage
Service availability
Uptime • • • • •
Service restoration
Downtime Detect Diagnose Repair Recover Restore
Service interruption
Service restoration
Time between system incidents
Time between failures
Several standard metrics are used to measure service availability Information Security
28
ITIL® 2011 At a Glance
Information security involves identifying threats, vulnerabilities, and risks, and then implementing appropriate controls Service Continuity
Normal service operation
Disaster
Invocation
Recovery
Return to normal
Service continuity is a cycle involving service operation, disaster, invocation, and recovery Design Coordination Purpose Coordinate all service design work, including planning, resourcing, compliance, and handoff to service transition.
30
ITIL® 2011 At a Glance
Overview Diagram Triggers Changes in business requirements
Inputs Service charter Change request Change records Current and future strategy, plans, and budget Business impact analysis results
Initiation of new programs and projects
RFCs
Outputs
Design Coordination Activities Design and maintain policies and methods Plan design resources and capabilities Coordinate design activities Manage design risks and issues
Roles Improve service design Plan individual designs Coordinate individual designs Monitor individual designs Review designs and ensure handover
Design Coordination Process Owner
Design Coordination Process Manager
Enterprise architecture Updates to management systems Updates to metrics Updates to processes
Service portfolio
STM
SPM
CHA
FIN
BRM
TPS
IT strategy
RDM
SVT
CHE
SLM
AVM
CAP
Governance requirements and management systems Laws, regulations, and standards Program and project schedules
Service design package
Updates to service portfolio Updates to change records
SUP
Primary interfaces
CMS Enterprise architecture Metrics
Key Concepts Service – A collection of IT systems, components, and resources that work together to provide value to IT customers. Service Design Package – The collection of all information and documentation about a service through each stage of its life cycle. There is a new service design package whether the service is new, updated, or retired.
ITIL® 2011 At a Glance
Design balance – The goal of Design Coordination, which is an equilibrium of utility, warranty, standards compliance, and efficiency in developing and delivering the service. BPMN Workflow
Architecture Considerations Design Coordination, a new ITIL process, is not a wellrecognized industry process. It seems to have been created because there was no overall process for managing the development of services or other IT products. This process should be replaced by a Product Management or Service Product Management process which defines the product vision, manages overall product development, determines when updates or new releases are needed, and ensures deployed products are kept at the right service level.
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ITIL® 2011 At a Glance
Service Catalog Management Purpose To provide and manage catalog of IT services, including appropriate views needed by different categories of customers. Overview Diagram Triggers RFCs changing services
RFCs initiating new services
RFCs retiring services
Outputs
Inputs Business strategy and plans
Service Catalog Management Roles
Activities Define service
Business impact analysis on a service
Service Catalog Management Process Owner
Define Catalog contents
Service Portfolio Feedback from other processes
Service Portfolio updates
Provide Catalog
Business requirements for a service Configuration Management System
Service definition
Service Catalog Identify business service dependencies
Identify technical service dependencies
Change Mgt
ServiceCatalog Management Process Manager
Configuration Mgt
Primary interfaces
Key Concepts Business Service Catalog – The collection of IT services that directly enable processes that are part of the business. Hierarchy of services – A network of services that support business processes (business services) and services that enable those business services (technical services). Service – A collection of IT systems, components, and resources that work together to provide value to IT customers. Service Catalog – The collection of IT services currently provided to IT customers.
ITIL® 2011 At a Glance
Service Package – An in-depth description of an IT service available through the Service Catalog. Service Portfolio – The collection of all IT services, including those in the pipeline, those currently being delivered, and those that have been retired. Technical Service Catalog – The collection of IT services that support business processes. Types of service – A qualification of the services in the service catalog. Services should be put into different categories. The most useful categories are customer-facing services and supporting services. BPMN Workflow
Service Catalog Management Service Catalog Management exists primarily because of the prominence of the Service Catalog within ITIL. In reality, Service Catalog Management is nothing more than the administration and management of an IT application. If this line of thinking were carried through, there would be processes for administration of applications such as the CMDB, the Service Desk, the Operations Bridge, or others.
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ITIL® 2011 At a Glance
Service Level Management Purpose Ensure that an agreed level of service is provided to IT customers. Overview Diagram Triggers Changes in Service Portfolio
New or Actual or changed potential Initiation of SLAs, OLAs, service level service or UCs breaches reviews
Service feedback
Periodic recurring activities
Inputs
Strategy and policy changes
Outputs Service Level Management
Business strategy and plans Business impact analysis Business requirements Service strategies and policies Service Portfolio/ Catalog Change schedule
Roles
Activities Design SLA frameworks Develop contacts and relationships Handle complaints and compliments Define requirements for newservices Negotiate SLAs for Operational Services
Monitor service performance against SLAs Produce service reports Conduct service review and implement SIP Measure and improve customer satisfaction Review and revise OLAs and UCs
Service Level Management Process Owner
Service Level Management Process Manager
Service Owner
Service Improvement Plan Service Quality Plan SLA, SLR, and OLA Templates Service Level Agreements Service Level Requirements Operational Level Agreements
Configuration Management System Business Relationship Manager
Service feedback Feedback from other processes
Service reports
Service Catalog Mgt
Configuration Mgt
Supplier Mgt
Incident Mgt
Availability Mgt
Capacity Mgt
Primary interfaces
Reports on OLAs, UCs Service review results SLA review results Revisions to UCs
Key Concepts Operational Level Agreement (OLA) – An agreement with an internal service provider to provide services within specified levels. Service Level Agreement (SLA) – A negotiated agreement between the IT service provider and the IT customer defining the
ITIL® 2011 At a Glance
responsibilities of each party concerning the delivery of an IT service. Underpinning Contract (UC) – An agreement with an external service provider to provide services within specified levels. BPMN Workflow
Architecture Considerations Service Level Management, as defined in ITIL, suffers from having too many activities. These should be reduced a bit, since five to seven activities are typically about right for comprehensibility to a broad audience. However, the process also suffers from the fact that there are two primary types of work being carried out in the process. The first type is the establishment of a service level agreement with a customer plus the accompanying work, such as creating OLAs and underpinning contracts, monitoring the service levels, and carrying out service reviews. The second type of work is responding to complaints, improving customer satisfaction, and developing relationships. This second type of work actually overlaps with Business Relationship Management and should be relegated to that process. One ITIL-defined activity, Defining SLA Frameworks, is actually the kind of work that should go into the definition and setup of that process. Every process in ITIL should have an activity to define and implement process roles, work product templates, metrics, procedures, etc. but that kind of work is generally missing.
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ITIL® 2011 At a Glance
Capacity Management Purpose Provide a focal point for performance and capacity-related analyses and planning. Overview Diagram Triggers
Periodic analyses Service breaches
Exceptions
Periodic revisions and reviews
RFCs of new Business and IT strategy SLA, OLA, or changed IT plan review review UC review services results results results
Outputs
Inputs Capacity Management Business strategy and plans ITstrategy, plans, and budget CI performance and capacity info Performance incidents and problems Service information Financial information
Activities Perform preemptive actions Model and identify needed changes Improve performance Monitor and report performance
Roles
Capacity Mgt Information System
Estimate capacity trends Ensure needed capacity upgrades Tune and optimize services Resolve capacityrelated events
Capacity Manager
Service information and reports Resource workload reports
Respond to requests Incident Mgt
Ad hoc reports
Problem Mgt
Service Level mgt
Change mgt
Change information Capacity Mgt Information System
Capacity Plan
Forecasts and predictions Alerts
Primary interfaces
Configuration Mgt System Resource workload information
Key Concepts Business Capacity Management – The management of capacity for business services. Capacity – The maximum throughput provided by a CI Capacity Plan – A long-term plan for providing adequate service capacity to meet expected service level targets.
ITIL® 2011 At a Glance
Capacity Management Information System – The information system that contains all capacity-related plans, analyses, information, and reports. Component Capacity Management – The management of capacity for configuration items that make up an IT service. Demand – Desired use of an IT service or resource. Human resource capacity – An aspect of Capacity Management that deals with staffing, scheduling, and training of human resources and their effects on service capacity. Performance – The measurable results of a resource, CI, or service. Service Capacity Management – The management of capacity for IT services. Threshold – An operational level that, when exceeded, causes an alert or action to be initiated. Tuning – The adjustment or manipulation of IT resources to make better use of those resources, including balancing and optimization. Utilization – The use of a resource.
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ITIL® 2011 At a Glance
BPMN Workflow
Architecture Considerations Capacity Management lacks the kind of single-thread work found in Incident Management, which is typically responding to individual incidents. Instead, Capacity Management primarily carries out planning and responding to a variety of capacity-related requests. The activities prescribed by ITIL overlap and should be refactored so the activities can be better sequenced.
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ITIL® 2011 At a Glance
Availability Management Purpose Ensure that IT services meet service level availability targets, including planning for future service availability. Overview Diagram Triggers RFCs of new or changed services
Service breaches and alerts
Review of Review of availability designs forecasts Review of Change of business and availability Periodic IT plans and risk or activities strategies impact
New or changed SLAs, OLAs, UCs
Inputs Business strategy and plans Business impact analysis Risk analysis reports
Outputs Activities Reactive activities Proactive activities
Availability Management Roles Reactive availability management
Availability Management Process Owner
Proactive availability management
Service information
Availability Management Process Manager
Service costs Change and release schedules
INC
PRB
CAP
SCO
CI information Service level targets Requirements for underlying technology Network topology, tech assessments Past availability measurements Incident and problem information
SLM availability request
Primary interfaces
SLM
Availability Mgt Information System Availability Plan Proposed service level targets Service availability reports Component availability reports Updated risk analysis information Availability monitoring requirements Availability test schedule Preventive maintenance schedules Projected Service Outage Proactive availability procedures Service improvement input
ITIL® 2011 At a Glance
Key Concepts Availability – The ability of an item to perform its function when required. Component Failure Impact Analysis – Analysis performed to determine how component failure impacts IT services. Fault Tree Analysis – Analysis that indicates a chain of events that led to a problem. Maintainability – How rapidly an item can be restored to normal operation after a failure Reliability – How long an item can perform its function without interruption Serviceability – The ability of a third-party supplier to meet its agreed-upon service targets. Service Failure Analysis – Analysis performed to determine the cause of related service interruptions. Note that this focuses on service interruption as opposed to root cause Analysis, which focuses on the cause of incidents. Single Point of Failure (SPOF) – A configuration item that, when it fails, may cause an incident. Identification of SPOFs is an important aspect of managing service availability. Vital business function – The critical business functions of a business service Unavailability – The characteristic of a service when it is not available to users
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ITIL® 2011 At a Glance
BPMN Workflow
Architecture Considerations Architecture Management has many similarities with Capacity Management, but is better architected by ITIL in that there are fewer activities. However, it suffers from the fact that most of the work is planning and responding to various requests. This makes it difficult to create a sequenceable workflow.
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ITIL® 2011 At a Glance
IT Service Continuity Management Purpose Ensure that IT services will continue to operate according to an agreed-to plan. Overview Diagram Triggers RFCs of new or changed services
Major incident that may invoke continuity plans
New or changed SLAs, OLAs, UCs
RFC assessments
Review of designs
Review of business and IT plans and strategies
Periodic activities
Change of continuity risk or impact
Continuity test initiation
Inputs
Outputs
IT Service Continuity Management Business strategy and plans IT strategy and plans Business continuity strategy, plans Service information Service costs
Updated ITSCM policy and strategy
Roles
Activities Initiation
ITSCM plans IT Service Continuity Management Process Owner
Requirements and strategy Implementation
Risk analysis reports
Ongoing operation
IT Service Continuity Management Process Owner
Invocation
Continuity and availability test schedules IT Service Continuity plans, reports
Continuity test schedule Continuity test scenarios
Change schedules CI information
Business impact analysis reports
Change Mgt
Incident Mgt
Problem Mgt
Availability Mgt
Service Level Mgt
Capacity Mgt
Config Mgt
Information Security Mgt
Continuity test results
Primary interfaces
Key Concepts Business Continuity – Continuing to provide business services after a major outage. This is directly related to IT Service Continuity. Business Continuity Plan – A plan to restore business services after a major outage
ITIL® 2011 At a Glance
Business impact analysis – An approach to determining vital business functions and dependencies. Continuity testing – Performing tests of continuity plans to ensure that they will work in the face of a major outage. IT Service Continuity – Continuing to provide technical services after a major outage. IT Service Continuity Plan – A plan to restore IT services after a major outage. Management of Risk (M_o_R) – A methodology to assess the impact of risks within an enterprise. Restoration – Returning a CI or service to its normal operating state after repair and recovery. Risk analysis – Determining the vulnerability to IT service threats. BPMN Workflow
Architecture Considerations This process is fairly well-architected by ITIL but is missing the activities to restore services from a continuity state to the normal state.
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ITIL® 2011 At a Glance
Information Security Management Purpose Align IT security with business security. Overview Diagram Triggers New or changed governance guidelines
New or changed risk management guidelines
New or changed business security policy
New or Securitychanged related Review of Periodic SLAs, OLAs, requests designs activities or UCs New or Change of Review of IT changed risk or Security plans and services impact breaches strategies
Inputs
Outputs
Information Security Management Business strategy and plans Business security policies Service information
Roles
Activities Security controls
Information Security Management Process Owner
Management of security breaches and incidents
Security controls
Risk analysis Information Security Management Process Owner
Security events and breaches Change information IT strategy and plans Configuration Management System Supplier access information
Security Management Policy Security Mgt Information System Risk assessment reports
Incident Mgt Change Mgt
Problem Mgt
IT Service Continuity Mgt
Service Level Mgt
Config Mgt
Availability Mgt
Capacity Mgt
Financial Mgt
Supplier Mgt
Security audit results Security test schedules Security classifications Security breach reports Supplier access policies
Primary interfaces
Key Concepts Information Security Management System (ISMS) – An information system containing information security standards, policies, and procedures. An ISMS should support the following elements: Control, Plan, Implement, Evaluate, and Maintain.
ITIL® 2011 At a Glance
Information Security Policy – An overall policy for conducting information security, supported by a number of underpinning security policies, including x x
Access control
x
Antivirus policy
x
Password control
x
Internet policy
x
Asset use policy And others
ISO 27001 – International standard for certifying an ISMS Risk Assessment – Assessment of security risks must be carried out in order to achieve the objectives of ISM. BPMN Workflow
Architecture Considerations The majority of the activities in this process involve analysis/planning activities, but a smaller number of activities involve operational work focused on security incidents. These latter activities overlap with activities in Incident Management.
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ITIL® 2011 At a Glance
Supplier Management Purpose Manage service providers in support of service level targets. Overview Diagram Triggers New or changed Review of Requests Recategorization of business designs and from other suppliers and/or needs, services strategies processes contracts New or New or changed Requirements changed IT SLAs, OLAs, Periodic for new strategies and or UCs activities contracts plans
New or changed governance guidelines
Inputs Business strategy and plans Supplier and contracts strategy Strategies and plans of suppliers Supplier agreements and contracts Supplier performance data IT strategy and plans Supplier performance issues Financial costs and information
Outputs
Supplier Management Roles
Activities Define new supplier and contract reqts Evaluate new suppliers and contracts Supplier categorization and maintenance of SCMIS
IT Service Continuity Mgt
Supplier, contract and performance management Contract renewal or termination Establishment of new suppliers and contracts
Service Level Mgt
Supplier Management Process Owner
Supplier Management Process Owner
Information Security Mgt
Supplier and Contracts Database Supplier performance reports Supplier review results Supplier Service Impr Plans Supplier performance survey data
Financial Mgt
Service Portfolio Mgt Primary interfaces
Information about services Configuration Management System
Key Concepts Invitation to Tender (ITT) – A document similar to the Statement of Requirements Operational Level Agreement (OLA) – See Service Level Management.
ITIL® 2011 At a Glance
Service Provider – Any internal or external provider of an IT service Statement of Requirements (SoR) – A document identifying all requirements for a service or project Supplier and Contracts Database – a repository of information about suppliers and contracts with suppliers Supplier performance – Suppliers that provide services at appropriate levels of service tend to be retained, whereas those that do not tend to have their contracts terminated Supplier Service Improvement Plan – Actions that are to be taken by a supplier to improve their levels of service Underpinning Contract (UC) – See Service Level Management. BPMN Workflow
Architecture Considerations This activities in this process were structured to represent the life cycle of a supplier relationship, from establishing a supplier contract, through managing the ongoing relationship, to the end of the supplier contract. Unfortunately, the process does not cover procurement from the supplier, which is missing from ITIL altogether. Procurement should be a part of this process. In addition, this process contains an activity to manage the Supplier and Contract Management Information System. This is an inconsistency, since most of the other processes do not contain an activity to manage the primary process tool/repository.
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ITIL® 2011 At a Glance
Other Practices Application Management – The management and control of applications through their entire lifecycle, from creation to retirement. Data and Information Management – The control, organization, and disposition of data and information within the organization. This includes collection as well as disposal. Requirements Engineering – The discipline of collecting, organizing, and prioritizing requirements for a CI or service to be designed. Additional Service Design Roles IT Designer/Architect – Designs needed IT technology and coordinates those designs within the IT organization IT Planner – Creates IT plans and coordinates them with other IT plans
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Service Transition Brief Description The service transition stage readies a new or changed service for operation. The primary activity done during this stage is Transition Planning and Support. This process plans all of the activities that must take place to put the service into production. This may involve the creation of a number of RFCs that will carry out all necessary changes (Change Management) and deployments (Release and Deployment Management). Prior to moving the service into production, there may be a period of testing and validating the service to ensure sufficient quality of the service. An overall evaluation framework is used by transition planning and support to determine if the service is still in an acceptable state to proceed or must be remediated in some manner. As the service is readied for production, various configuration items and assets must be assembled and configured. Information about all of these CIs and assets, as well as the relationships between all of these elements, must be maintained in order to provide the best support for the service. Knowledge about the services and underlying CIs and service assets is collected during this stage and subsequent stages in order to provide effective support for service faults.
J.O. Long, ITIL ® 2011 At a Glance, SpringerBriefs in Computer Science, DOI 10.1007/978-1-4614-3897- 7_5, © The Author 2012
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ITIL® 2011 At a Glance
Overview Diagram Transition Planning and Support
Enabling Processes Change Management Change Evaluation
Service Validation and Testing
Release and Deployment Management Informational Processes
Service Asset and Configuration Management Knowledge Management
Configuration Management
Asset Management
Key Rectangle with gray background – Process Rectangle with white background – Practice
A number of enabling and informational processes support the transition of a service into operational status Service Transition Key Concepts Stakeholder – Any party that has an interest in a service, configuration item, or other IT asset that may be subject to change.
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ITIL® 2011 At a Glance
Service Knowledge Management System Service Knowledge Management System Configuration Management System Availability Management Information System (AMIS)
CMDB
• • • •
Capacity Management Information System (CMIS)
Known Error Database (KEDB)
• •
Security Management Information System (SMIS)
Multiple CMDBs Secure libraries and secure stores Definitive Media Library Definitive spares Configuration baselines Snapshots
Service Desk System Other sources of information
Service Catalog
Service Portfolio
Supplier and Contracts Management Information System (SCMIS)
The service knowledge management system includes many service management information systems
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ITIL® 2011 At a Glance
Configuration Items (and Assets) Categories of Configuration Items Service Lifecycle CIs Service design packages Change plans Release plans Test plans Lifecycle plans Internal CIs Project artifacts Assets that help deliver and maintain services External CIs Customer requirements Customer agreements Supplier releases Interface CIs Items that help deliver a service across a service provider interface
Service CIs Capability assets Knowledge Processes Management Organizations Resource assets Applications Data Facilities Capital Service packages Release packages
Organization CIs Characteristics of CIs Related CI docs Regulations Product information
Definitions Asset = Resource or Capability Resource = Anything that helps deliver a service and belongs to an organization Capability = the ability of are source to carry out an activity
There are a variety of different types of CIs and assets
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ITIL® 2011 At a Glance
Change Idea
Change
Request for Change (RFC)
Proposes the change Reality
Change record
Change
Records all aspects of the change
Proposed changes are RFCs whereas change records record everything about proposed and implemented changes Release Release
software hardware
Released into environment together
documentation Change
processes
A release may include a number of changes
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ITIL® 2011 At a Glance
Service Asset and Configuration Management Purpose Control and track all CIs to promote integrity in the infrastructure. Overview Diagram Triggers RFC changes CI information
Release changes CI information
Purchase order updates CI information
Acquisition updates CI information
Service request changes CI information
Inputs Service Asset and Configuration Management Roles
Activities Service design package
Management and planning
Status accounting and reporting
RFC
Configuration Identification
Verification and audit
Updated CI information
Configuration control
Outputs Configuration information Asset information
Service Asset and Configuration Management Process Owner
Configuration Analyst
Service Asset and Configuration Management Process Owner
Configuration Librarian
CI relationships Configuration snapshot Status report
Updated asset information
CHA
FIN
SCO
INC
PRB
Audit report
AVM
Primary interfaces
Key Concepts Asset – A capability or resource that is used in the delivery of a service. Also called service asset. There are many types of assets, including management assets, organization assets, process assets, knowledge assets, people assets, information assets, application assets, infrastructure assets, and financial assets Asset Management – The process within SACM that deals with inventory of all service assets Configuration baseline – The configuration of a set of CIs that has been reviewed and agreed upon
ITIL® 2011 At a Glance
Configuration item – An element of the IT infrastructure that is managed as part of the delivery of an IT service, including people, hardware, software, services, facilities, SLAs, and documentation. Configuration Management – The process within SACM that ensures that configuration items within the IT infrastructure are identified, maintained, and properly controlled. Configuration management database (CMDB) – A virtual repository of information about configuration items. Configuration Management System (CMS) – A system of databases and tools that manage information in multiple CMDBs, as well as additional information related to CIs. Configuration model – A depiction of the relationships between CIs Configuration record – The record of information about a CI Decommissioning assets – The work of removing an asset from service Definitive Media Library (DML) – The secure library that stores definitive versions of all electronic CIs. Definitive spares – A secure store for CIs that are at the same levels at CIs in a test or live environment. Secure library – A secure storage of electronic assets. This is a part of the CMS. Secure store – A physical storage location storing IT assets. This is a part of the CMS. Snapshot – The status of a set of configuration items at a point in time
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ITIL® 2011 At a Glance
BPMN Workflow
Architecture Guidelines Service Asset and Configuration Management contains an activity called Manage and Plan which defines the process framework for Configuration Management. Every process should have an activity to define the process framework.
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ITIL® 2011 At a Glance
Change Management Purpose Manage all changes to the IT infrastructure in a controlled manner. Overview Diagram Triggers Strategic change
Service change
Operational change
Inputs
Outputs
RFC
Rejected and approved RFCs Change Management
Change proposal
Activities
Plans
Create and record RFC
Change schedule
Review RFC
Projected service outage
Assess and evaluate change
Assets and CIs
Review and close change
Config baseline
Roles Authorize change build and test Coordinate change build and test Authorize change deployment Coordinate change deployment
Assets and CIs Change schedule
Change Management Process Owner
Projected Service Outage Authorized change plans
Change Management Process Manager
Change decisions and actions Change documents and records Change Mgt reports
Test results Change Practitioner
SAC
Change Authority
Change Initiator
CAB Chair
CAB Member
PRB
SCM
SEC
CAP
Primary interfaces
Key Concepts Change assessment – An evaluation of the change request from various points of view. Change authorization – Approval of a change request. There may be different authorization levels based on the type of change being considered. Change priority – The order in which change request are considered for authorization
ITIL® 2011 At a Glance
Change process model – Predefined workflows for changes that fit within a predetermined template Change record – a record of a change throughout its lifecycle. This information becomes the initial part of a change record. Remediation – The approach or plan to be followed if a change is not successful. This may involve backing out an installation, invoking continuity plans, or some other approach. Request For Change (RFC) – A record of a proposed change Risk categorization – An evaluation of the overall risk of a change request to the business Standard changes – A very lowrisk change that is pre-authorized for implementation. BPMN Workflow
Architecture Considerations This process should be combined with Change Evaluation, which has no purpose other than to support Change Management.
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ITIL® 2011 At a Glance
Release and Deployment Management Purpose Build, test, and deploy capabilities to provide services. This does not include application development. Overview Diagram Triggers Inputs
Outputs
RFC to deploy a release package
New or updated service
Authorized RFC Service design package ITSC Plan Service Mgt plans
Release and Deployment Management Roles
Activities Release and deployment planning
Procurement stds, catalogs
Release build and test
Service assets
Deployment
Build models
Review and close
Release and deploy plan Completed RFC Service notification
Env reqts and specs
Release and Deployment Management Process Owner
Release Packaging and Build Practitioner
Release and Deployment Management Process Manager
Deployment Practitioner
Updated service catalog New service capability Updated ITSM docs SLAs, OLAs, UCs Updated service reports
Rel policy, design Rel, deploy models
Early Life Support Practitioner
Entry and exit criteria DES
TPS
CHA
Primary interfaces
Build and Test Environment Manager SAC
SVT
Tested continuity plans List of CIs in release Updated capacity plan Release pkg baseline Service Transition Rpt
Key Concepts Deployment option – The overall approach for deploying a release, such as gradually or in one large deployment. Early life support – A period of additional attention and support for an IT service immediately after deployment. This consists of more intensive monitoring, adjustment of service level targets, and additional resources to handle related incidents and problems.
ITIL® 2011 At a Glance
Pilot – Deployment of an IT service or asset that is limited for trial purposes. Push approach/ pull approach – Different approaches to making a release package available to users. A push approach installs the release package for the user. A pull approach makes the release package available on a central website that may be downloaded and installed at the user’s convenience. Release – A group of changes that are tested, packaged, and deployed into the IT infrastructure at the same time. These changes may include hardware, software, documentation, or other items. Release and deployment model – A standard or repeatable model for carrying out a release. There may be such models for different types of releases. Release package – The set of configuration items in the release that will be built and deployed together. Service rehearsal – A type of service testing that involves performing as much of the service as possible before actual deployment. Service retirement and cleanup – Services or service assets may be retired as part of a deployment action. Service transfer – Deployment may involve transfer of service from one service provider to another. BPMN Workflow
Architecture Considerations This process should include the creation of a process framework to identify the overall approach to carrying out the process. In addition, an improvement activity should be included in the process.
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ITIL® 2011 At a Glance
Service Validation and Testing Purpose Ensure that a new or changed service will meet customer requirements and will be fit for purpose and fit for use. Overview Diagram Triggers Test scheduled for a release plan, test plan, or quality assurance plan
Service Validation and Testing Outputs
Inputs Activities Service design package Service charter Service provider interface Operation models Capacity Plan
Roles
Validation and test management
Perform tests
Plan and design tests
Evaluate exit criteria and report
Verify test plans and test design
Test cleanup and closure
Configuration baseline Service Validation and Testing Process Owner
Test results
Test analysis
Prepare test environment
Service Validation and Testing Process Manager
Financial/cost models
Service information Incidents and problems
Test conditions and results Service Validation and Testing Process Practitioner
Design specifications Release & deployment plan
Test initiation
DES
CSI
Improvement ideas Supplier relationships
STR
Acceptance criteria Primary interfaces RFCs
Key Concepts Service Design Package – The documented requirements and design of a service. Service level package – The level of utility and warranty that goes with a specific service package Service model – A depiction of service functionality
ITIL® 2011 At a Glance
Test model – A model of how to define each service deliverable. Test Strategy – The general approach to carrying out testing. Types of testing – Various aspects of what to test in a service, including usability, accessibility, performance, availability, compliance, remediation, etc. Validation – the practice of identifying that a new or modified configuration item meets needs of the business. Verification – the practice of identifying that a new or modified configuration item meets requirements BPMN Workflow
Architecture Considerations Service Validation and Testing should be an integrated part of the solution development process. Typically, this would be an SDLC or waterfall development process. Most IT organizations already have such processes and do not need a separate Service Validation and Testing process.
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ITIL® 2011 At a Glance
Transition Planning and Support Purpose Plan service transitions that appear in each stage of an IT service’s lifecycle, including design, transition, operation, and retirement. Overview Diagram Triggers Authorized Change Inputs
Outputs
Transition Planning and Support Activities
RFC
Transition strategy Authorized change
Service design package
Roles Planning and coordinating service transition
Service transition lifecycle stages
Provide transition proces support
Transition Planning and Support Process Owner
Transition Planning and Support Practitioner Transition Strategy
Prepare for service transition Transition Planning and Support Process Manager
DEM
SPM
BRM SVT
TPS CHE
SUP KNO
CHA
Service Transition plans
SAC
RDM
Primary interfaces
Key Concepts Service Design Package – specifications, models, architectures, designs, plans, and acceptance criteria Service Transition – a stage in the lifecycle of an IT service
ITIL® 2011 At a Glance
BPMN Workflow
Architecture Considerations A service transition is really just an IT project that coordinates a number of related changes. This process would be unnecessary if ITIL had a Project Management process.
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ITIL® 2011 At a Glance
Knowledge Management Purpose Ensure that the right information is provided to the right roles at the appropriate time. Overview Diagram Triggers Service errors detected during transition
Service desk staff record actions
Problem Mgt staff record actions
Service course corrections
Service feedback
Outputs
Inputs
Knowledge Management data
Roles
Activities
knowledge
Knowledge management strategy information
Knowledge Management Process Owner
Knowledge transfer
Knowledge Management Process Practitioner
Managing data, information and knowledge Knowledge Management Process Manager
Using the SKMS
INC
PRB
Knowledge Creator
CHA
Primary interfaces
Key Concepts Data – disjointed facts about events Information – context for data Knowledge – Insights gained from individuals about events concerning how events happened Knowledge Management Strategy – Overall policies, governance, roles, and procedures for knowledge management
ITIL® 2011 At a Glance
Service Knowledge Management System – The overall system that encompasses all Service Management Information Systems, including x x
Availability Management Information System
x
Configuration Management System
x
Security Management Information System
x
Capacity Management Information System
x
Known Errors Database
x
Supplier and Contracts Database and others
Wisdom – Discernment concerning why events happened BPMN Workflow
Architecture Considerations The activity Manage Knowledge Assets spans a lot of work. This activity is integrated with the work of all other processes, since every process manages some type of knowledge.
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ITIL® 2011 At a Glance
Change Evaluation Purpose Determine the ramifications of a proposed service change whether as a result of a Request for Change, a new Service Design Package, or testing. Overview Diagram Triggers
Evaluation request from Change Mgt or Service Transition
Project plan activity Outputs
Inputs
Change Evaluation Service package
Evaluation plan Service Design Package
Service Acceptance Criteria
Roles
Activities
Understand the intended effect of change Understand the unintended effect of change
Evaluate predicted performance
Change evaluation report
Change Evaluation Process Owner
Evaluate actual performance Risk management
Change Evaluation Process Manager
Evaluation report
Test results, report Change Evaluation Process Practitioner CHA
TPS
Primary interfaces
Key Concepts Actual performance – A measure or assessment of the past effects of an implemented change.
ITIL® 2011 At a Glance
Deviation – The determination that actual performance is acceptable Predicted performance – A measure or assessment of the effects of a future change Risk – A potential occurrence that may cause loss Risk management formula – Likelihood x impact Unintended effects – Side effects of a change, arrived at by discussions with stakeholders to determine effects other than those anticipated by the change request BPMN Workflow
Architecture Considerations This process should not exist as a separate process since it does not have an existence apart from Change Management. This process should be merged with Change Management.
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ITIL® 2011 At a Glance
Other Practices Communications and Commitment Management – The practice of providing effective communication to all affected parties concerning a change. Organizational and Stakeholder Change Management – The practice of managing process and cultural changes among IT stakeholders. Many changes affect important underpinnings of how an organization works. This practice goes beyond mere deployment of changes to determine how to improve the acceptance of significant changes within an organization. Stakeholder Management – The practice of resolving the needs and concerns of stakeholders of IT services. Stakeholders may represent a variety of interests, including customers, users, regulatory organizations, business units, partners, and others. Additional Service Transition Roles Process Owner – Provides high-level direction for a process and ensures that a process is implemented and performed to support business objectives Service Owner – Provides high-level responsibility for the design, development, maintenance, and support of a service
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Service Operation Brief Description In the Service Operation stage, a service is available for IT end users. During execution of the service, it is monitored to determine service levels as well as to look for operational faults. Operational faults may be detected as events from service monitoring. Those events may be resolved within Event Management or may be escalated to Incident Management to be resolved by Service Desk personnel. In either case, the event is recorded as an incident and the service is restored as quickly as possible via either a workaround or some other resolution. Faults may also be detected by users, who may contact the Service Desk to log an incident. The Incident Management process is used by the Service Desk to get the service restored to the user as quickly as possible. The Problem Management process supports the Incident Management process by looking for incident trends (problems) and resolving root causes of those problems. This process also proactively addresses any faults not yet previously identified. The user may also contact the Service Desk to carry out simple, virtually risk-free actions (service requests) that cannot be performed by the user (Request Fulfillment) or to provide access to services or service assets (Access Management).
J.O. Long, ITIL ® 2011 At a Glance, SpringerBriefs in Computer Science, DOI 10.1007/978-1-4614-3897- 7_6, © The Author 2012
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ITIL® 2011 At a Glance
Overview Diagram Monitoring and Control
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management Service Desk
IT User Key Rectangle with gray background – Process Rectangle with white background – Practice Rectangle with dashed border – Function
The service desk is at the heart of the service operation stage
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ITIL® 2011 At a Glance
Service Operation Key Concepts Events, Incidents, and Problems Incidents may be initiated via users orevents. Not all events represent failures.
User Resolution
Monitoring
Event
Error
Event Failure
Alert/Event Incident
Root cause Known Error
Workaround
!! Problem
Related Incidents
Change
Events may turn into incidents, and related incidents may constitute a problem
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ITIL® 2011 At a Glance
Restoring a Service
Error
Replacement or correction
1.Repair
Data
2.Recovery
Additional steps
Data
3.Restoration
User
After a service has been interrupted, it should be repaired, recovered, and restored
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ITIL® 2011 At a Glance
Service Desk
Service Desk Request for information or advice
Information or advice
Request for access Access rights Request for standard change
Standard change
Report of a service failure Incident Request for change
A user may submit a variety of things to the service desk which are then processed or routed to the appropriate team
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ITIL® 2011 At a Glance
Event Management Purpose To identify and resolve system events that represent failures within configuration items. Overview Diagram Key Triggers CI performance exceptions
Exception to automated procedure
Business process exception
Device or record status change
Automated job completion
Threshold limit reached
Application access
Inputs
Outputs Event Management Activities
Service level reqts Event detection thresholds Response solutions Event recognition information Operational procedures
Roles
Event occurs
Second-level event correlation
Event notification
Further action required
Event detection
Response selection
Event logged
Review actions
First-level event correlation and filtering
Event record Event logs
Event Management Process Owner
Event information for SKMS
Event Management Process Manager
Close event
Significance of events
SLM
ISM
CAP
AVM
SAC
PRB
ACC
KNO
CHA
INC
Primary interfaces
Key Concepts Event Correlation – Various system monitoring tools generate events according to predefined event generation rules. The usefulness of event management is closely tied to how well these rules are defined. Tightly constrained rules will not generate enough events to identify many failures, whereas loosely constrained rules will generate many false positives.
ITIL® 2011 At a Glance
Event Filtering – Ignoring events that are of less significance to focus on events of greater significance. Event response – Some events may have an automatic response associated with the event, such as restarting a process. Other events may require manual intervention, such as incident management or creation of an RFC. Event rule sets – Categories of rules defining how event messages are processed and evaluated. Monitoring – Monitoring is different from event management. Monitoring determines the status of a configuration item or service, whereas event management identifies changes in status of those CIs and services that represent faults within the IT infrastructure. Types of events – The three primary types of events include informational events (provides information only), warning events (unusual situations that do not warrant immediate action), and exception events (unusual situations that warrant immediate action). BPMN Workflow
Architecture Considerations Event Management has too many activities at the highest level.
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ITIL® 2011 At a Glance
Incident Management Purpose To restore service operation to a user as rapidly as possible. Overview Diagram Key Triggers User contacts Service Desk
Significant event raised
Potential failure noticed
Inputs
Known Errors Incident feedback RFC feedback Event information Service level targets
Outputs
Incident Management
CI Information
Roles
Activities Incident identification
Incident escalation
Incident logging
Investigation and diagnosis
Incident categorization
Resolution and recovery
Incident prioritization
Incident closure
Initial diagnosis
Reopen incident
Incident information Incident Management Process Owner
Incident Management Process Manager
Secondline analyst
ISM
Incident classifications Problem records Validation of nonrecurrence Incident feedback
Customer feedback Incident escalation criteria
First-line analyst
Third-line analyst SLM
Resolved incidents
CAP
AVM
PRB
ACC
Primary interfaces
SAC
CHA
CI identification Satisfaction feedback Monitoring feedback Resolution history
Key Concepts Classification – Grouping similar types of incidents into categories. Escalation – Incidents that cannot be resolved by available resources are escalated either to those with greater skills (functional escalation) or to those who are at higher levels of management (hierarchical escalation). Incident models – Similar types of incidents may follow similar paths to resolution. For this reason, predefined workflows for specific types of incidents may be created.
ITIL® 2011 At a Glance
Major incidents – Some incidents are of such magnitude that they are treated individually. Such an incident may be treated as an individual problem in Problem Management. Prioritization – The relative impact and urgency of an incident, where impact is the effect the incident has on the business, and urgency is how long it will take for the incident to have that effect. Recovery – Returning a configuration item to its working state after resolution Repair – Replacing or fixing a configuration item Resolution – Addressing the root cause of an incident or problem via a repair or a workaround. Timescales – A time period in which an incident should be resolved or escalated. Because incident management is focused on rapid restoration of services, timescales are important. BPMN Workflow
Architecture Considerations Both categorizing and prioritizing incidents are closely related because they determine which team will respond to the incident and how quickly they will do so. These activities should be merged together to make room for other common activities such as creating the process framework and continuous improvement of the process.
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ITIL® 2011 At a Glance
Request Fulfillment Purpose Request fulfillment processes service requests and requests for information. Access-related service requests are processed by Access Management. Overview Diagram Key Triggers User selects service request
Outputs
Inputs Work request Authorization form Service request RFC Other requests Request for information
Request Fulfilment Activities
Roles
Request review
Receive Request Request logging and validation
Request model execution
Request categorization
Request closure
Request prioritization
Reopen request
Request Fulfillment Process Owner
Request Fulfillment Process Manager
Request response
RFC CI update
Request Fulfillment Analyst SCA
Status report
Rerouted incident
Request authorization
FIN
Service request
RDM
SAC
PRB
ACC
CHA
INC
Updated records Closed request Canceled request
Primary interfaces
Key Concepts Request Model – a predefined workflow for handling a specific type of service request Service Request – a standard (preapproved) change that is straightforward and virtually risk-free.
ITIL® 2011 At a Glance
BPMN Workflow
Architecture Considerations ITIL has always suffered from the lack of a process that specifically serves as the front-end for the service desk. The Request Fulfillment should serve that purpose, but it is not explicitly described that way. This leads to all kinds of religious debates among ITIL adherents concerning whether Incident Management or Request Fulfillment is the first process to receive user contacts to the service desk. This process should be explicitly architected (and possibly renamed) so it is clear that all initial user contacts with the service desk come through this process.
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ITIL® 2011 At a Glance
Problem Management Purpose To diagnose root causes of incidents, request changes that will resolve those root causes, and reduce the number of future incidents. Overview Diagram Key Triggers Faults discovered after release accepted
Incident trend found
Suppliers provide notification of known faults
Outputs
Inputs Incident records Incident reports CI Information Incident feedback Implementation reedback Event information
Problem Management Roles
Activities Problem detection
Work arounds
Problem logging
Raise a known error record
Problem categorization
Problem resolution
Problem prioritization
Problem closure
Problem investigation and diagnosis
Major problem review
Problem records Problem Management Process Owner
Prioritization criteria Risks
RFCs
Work arounds Known errors
Problem Management Process Manager
Svc level objectives Problem feedback
Problem resolution
Problem reports CSI recommendations
Problem Analyst FIN
AVM
CAP
SCO
SLM
RDM
KNO
CSI
CHA
SAC
Primary interfaces
Key Concepts Known Error – a problem for which the root cause has been determined and a workaround or resolution has been created. Proactive problem management – looking for potential problems before they are reported by other processes or functions and resolving those problems.
ITIL® 2011 At a Glance
Problem – a problem is a root cause of a group of related incidents. Problem Model – a predefined workflow for handling a specific type of problem Reactive problem management – resolving problems that have already been uncovered by incident management or some other source. BPMN Workflow
Architecture Considerations This is a fairly well-architected process.
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ITIL® 2011 At a Glance
Access Management Purpose To provide rights for a user to access a service. Overview Diagram Key Triggers RFC affecting access from many users
Service request for access
Management request
Request from HR
Outputs
Inputs Information Security policies
Access Management Roles
Activities Request access
Check and monitor identity status
Authorized RFC
Verification
Log and track access
Authorized access request
Provide rights
Remove or restrict rights
Service level reqts
Access rights
Access Management Process Owner
Access Management Process Manager DEM
STR SLM
ISM CHA
SCA SAC
Access granting history Access denial history Access violation communication
SCO REQ
Primary interfaces
Key Concepts Access – the ability to make use of a specific configuration item. There may be different types of access, such as read, write, execute, etc. Directory services – An application that records the rights given to each identity and allows modifications to those rights. Identity – the name of a user or group. Access rights are granted to identities. Rights – permission given to an identity.
ITIL® 2011 At a Glance
BPMN Workflow
Architecture Considerations There needs to be more support for managing user identitities. Two specific areas that should be addressed include the following: x
x
Periodically, there is a need to audit user identities and determine if there are any that need to be removed. Users sometimes leave the organization without their identity being removed. Also, duplicate or temporary identities may exist that are no longer needed. Group identities need to be managed, as group members typically change over time.
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ITIL® 2011 At a Glance
Other Practices Facilities and Data Center Management – Management of the physical location where IT resources are housed. This location is often referred to as a data center. Information Security Management and Service Operation – Enforcement of information security policy during service operations. IT Operations – The operation and management of specific types of technology resources. Support for these resources requires specific types of expertise. Examples include the following: x x
Mainframe Management
x
Network Management
x
Server Management and Support
x
Storage and Archive
x
Directory Services Management
x
Middleware Management
x
Database Administration
x
Desktop Support Internet/Web Management
Monitoring and Control – The cycle of service monitoring and response. Service Operation Functions A “function” is an abstract organizational unit within an IT organization. It represents a real organization or group, but not a process. A function may use one or more IT processes or practices to carry out its objectives. There are five primary functions within Service Operation, some, of which, are divided into smaller functions.
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ITIL® 2011 At a Glance
Service Operation Functions
Service Desk
Technical Management
IT Operations Control
Application Management
Mainframe
Financial Applications
Network
HR Applications
Database
Business Applications
Desktop Internet/Web Server Storage
Facilities Management
Console Management/ Operations Bridge Job Scheduling
Consolidation
Backup and restore Print and output management
Recovery sites
Data Centers
Contracts
Directory Services Middleware Internet/web
Service operation functions Application Management – Control of the entire lifecycle of an application Facilities Management – Management of IT data centers and other physical IT facilities IT Operations Management – Ongoing operation and execution of IT services and IT resources in support of those services Service Desk – User support for IT services Technical Management – Provides specialized technical skills to carry out IT operations
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ITIL® 2011 At a Glance
Additional Service Operation Roles Application Management Roles Application Manager/Team Leader – Oversees application support staff Application Analyst/Architect – Provides technical support of deployed applications IT Operations Management Roles IT Operations Manager – Oversees control of IT operations and facilities Shift Leader – Supervises IT operations staff for a specific shift IT Operations Analyst – Experience operators who provide more detailed planning and analysis in support of operations IT Operator – Performs daily operational tasks Service Desk Roles Service Desk Manager – Oversees all service desk activities and supervisors Service Desk Supervisor – Oversees service desk activities for a specific shift Service Desk Analyst – Provides first-level support for incidents and service requests Super User – Users who act as liaison between the service desk and the user community Technical Management Roles Technical Manager/Team Leader – Provides leadership for a technical team Technical Analyst/Architect – Determine stakeholder needs for a technical domain and provides analysis in support of that technical domain Technical Operator – Performs daily technical operations tasks
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Continual Service Improvement Brief Description During the Continual Service Improvement stage, the IT organization collects data and feedback from users, customers, stakeholders, and other sources to enhance services and how they are provided. This involves the use of a seven-step improvement process that collects data, analyzes the data, provides recommendations, and implements those recommendations. In support of the improvement process, Service Level Management collects information from IT users and customers and data from the operation of the services. Service measurement and reporting provides standard vehicles for describing the performance of the services. Finally, all service improvements must be scrutinized according to whether they meet the needs of the business and provide an overall return on investment.
J.O. Long, ITIL ® 2011 At a Glance, SpringerBriefs in Computer Science, DOI 10.1007/978-1-4614-3897- 7_7, © The Author 2012
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ITIL® 2011 At a Glance
Overview Diagram
Service Check
Do Process CSI Register
Information Organization
Plan
Act
Tool
A variety of ongoing processes support the Continual Service Improvement lifecycle stage
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ITIL® 2011 At a Glance
Seven-Step Improvement Process Purpose To guide improvement efforts related to IT services, processes, organizations, information, and tools. Overview Diagram Key Triggers
Incident trend found
Key Inputs
Faults discovered after release accepted
Suppliers provide notification of known faults
Roles
Activities
Service catalog SLRs Service catalog
Identify strategy for improvement
Present and use the information
Define what you will measure
Implement improvement
RFC Seven-Step Improvement Process Owner
Problem fix
Gather data
Vision and mission
Analyze information and data
Legislative reqts
Assessment requests
Seven-Step Improvement Process Manager
Process data
Goals & objectives
KEDB
Governance reqts Budget cycle
Key Outputs
Seven-Step Improvement
Reporting Analyst CHA
Customer surveys
SAC
RDM
AVM
CAP
SCO
SLM
FIN
Primary interfaces
IT Strategy Market expectations Commercial models
Key Concepts Plan Do Check Act (PDCA) – The key stages of the quality improvement cycle. PDCA is also known as the Deming Cycle.
ITIL® 2011 At a Glance
CSI Register – A repository of all improvement efforts.
BPMN Workflow
Architecture Considerations The Seven Step Improvement Process is a generic process that can be applied to any context. It is unfortunate that an entire book is devoted to this process. Other improvement processes exist in other context that are just as suitable. Every other process should have an improvement activity that assesses the process and looks for ways to improve it. Therefore, this improvement cycle should be built into every other process. Additional CSI Roles Business Relationship Manager – See the chapter on Business Relationship Management.
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