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CIT443 Enterprise Network Management

CIT443 Enterprise Network Management. IT Infrastructure Library (ITIL). ITIL. Compiled and managed by the UK Government’s OGC A framework that describes best practices to deliver IT Services “ITIL is both a glossary and a set of conceptual processes intended to outline IT best practices”

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CIT443 Enterprise Network Management

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  1. CIT443 Enterprise Network Management IT Infrastructure Library (ITIL)

  2. ITIL • Compiled and managed by the UK Government’s OGC • A framework that describes best practices to deliver IT Services • “ITIL is both a glossary and a set of conceptual processes intended to outline IT best practices” • “…defines the organisational structure and skill requirements of an information technology organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure.”– ITLibrary.org Steinberg, R., Goodwin, M. (2006). ITIL Crash Course. InfoWorld Magazine, October 23, 2006 Volume.

  3. History • Developed by UK’s Central Computer and Telecommunications Agency in the 1980s • Originally called Government Information Technology Infrastructure Management • Inability to support the core business objectives • Took action • Combination of best practices from many sources • IBM’s “Yellow Pages” • World-wide consultancies • International firms • The foundation for many proprietary products • Microsoft – Microsoft Operations Format • IBM – • HP – Service Managed Solutions Macfarlane, I. (2006). The History of ITIL. Information Technology Service Managment Forum.

  4. “The Library” • Originally developed as 30+ books by multiple vendors over many years (1980s) • Books detailed best practices in IT • Revised to 7 LARGE books (2000) • ITIL v2 • Each book concentrates on a specific area • Content “refresh” (2007) • ITIL v3 • 5 core volumes • Moves from IT/Business Alignment to Integration • Lifecycle-based approach Greiner, L. (2007). The ABCs of the IT Infrastructure Library. CIO Magazine, January 2007 Edition.

  5. ITIL Books (v2) • Service Support • Service Delivery • Planning to Implement Service Management • Information & Communications Technology Infrastructure Management • Applications Management • Security Management • The Business Perspective • Software Asset Management ITIL FAQs (2007)

  6. ITIL Framework • The current ITIL Framework (v2) Image Source: Microsoft

  7. Service Support • “Focuses on ensuring that the customer has access to appropriate services to support business functions” • Service Desk • Incident Management • Problem Management • Configuration Management • Change Management • Release Management Entuity - "Eye of the Storm" White Paper. 2006.

  8. The Service Desk • The Help Desk…only helpful • The central point of contact for EVERY IT issue • Incidents • Incidents vs Problems • Requests • General Business Communications • The Goal: To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities

  9. Service Desk (cont) • Types of Service Desk • Call Center – Call Dispatching Only • Unskilled SD – Call Dispatching, Incident Tracking, and interact with Customers • Skilled SD – Attempt to resolve incidents at time of call, only escalate when resolution not met • Expert SD – Incorporates Incident and Problem Management. Most incidents resolved

  10. Service Delivery • “Covers the services the business requires of the provider in order to enable adequate support to the business” • Service Level Management • Capacity Management • Availability Management • IT Service Continuity Management • Financial Management for IT Services Entuity - "Eye of the Storm" White Paper. 2006.

  11. Service Level Management • Service Level Requirements • Service Level Agreements • Operational Level Agreements • Underpinning Contracts • Service Catalog

  12. The Hierarchy…so far • Service Support • Service Desk • Service Delivery • Service Level Management • Service Level Requirements • Service Level Agreements • Operational Level Agreements • Underpinning Contracts • Service Catalog

  13. Benefits of ITIL • To the customer/user: • Customer-centric approach • Better descriptions and details of IT services and business processes • Better management of quality, availability, reliability, and cost of requisite resources

  14. Benefits of ITIL • To the IT organization: • More control of infrastructure and services • Increased efficiency of support, resulting in reduced costs • Accurately defined roles for all business stakeholders • Effective framework for outsourcing • Compatible with quality initiatives • BS15000 • ISO20000 • Provides a coherent frame of reference for communication within the business

  15. ITILv3 • Released Summer 2007 • 4 changes from ITILv2 • Descriptions of HOW to accomplish best practices • Value Statements • Alignment to Integration • Service Catalog to Dynamic Service Portfolio

  16. ITILv3 Books • Service Strategy • Service Design • Service Transition • Service Operation • Continual Service Improvement ILX Group (2008). ITILv3.

  17. Topics for Further Study • Service Level Management Documents • ICT Infrastructure Management • ITILv3 Migration • IT Service Management • Service-Oriented Architecture

  18. Next Time • Read: OpenWater White Paper on FCAPS/ITIL Integration

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