ITIL v3 Service Management: Expert Guidance & Best Practices

1. ITIL Version 3 Process Origination Hendershott Consulting Inc Web Presence: www.hci-itil.com Email: len.hendershott@rogers.com Service Design – Section 4.4 – Availability Management

2. ITIL Version 2 Library ITIL Version 3 Process Origination

3. ITIL Version 2 Library Service Delivery Focuses on the User of the ICT services and is primarily concerned with ensuring that they have access to the appropriate services to support the business functions. Service Support Concentrates on the proactive services the ICT must deliver to provide adequate support to business users. ICT Infrastructure Management Recommends best practices for requirements analysis, planning, design, deployment and ongoing operations management and technical support of an ICT Infrastructure. Security Management Describes the structured fitting of information security in the management organization. ITIL Security Management is based on the code of practice for information security management now known as ISO/IEC 27002. Business Perspective Address some of the issues often encountered in understanding and improving IT service provision, as a part of the entire business requirement for high IS quality management. Application Management Encompasses a set of best practices proposed to improve the overall quality of IT software development and support through the lifecycle of software development projects, with particular attention to gathering and defining requirements that meet business objectives. Planning to Implement Service Management Provide practitioners with a framework for the alignment of business needs and IT provision requirements. The processes and approaches incorporated within the guidelines suggest the development of a Continuous Service Improvement Program (CSIP) as the basis for implementing other ITIL disciplines as projects within a controlled program of work. ITIL Version 3 Process Origination

4. ITIL Version 3 Service Lifecycle ITIL Version 3 Process Origination

5. ITIL Version 3 Service Lifecycle Service Strategy Provides guidance on clarification and prioritization of service-provider investments in services. More generally, Service Strategy focuses on helping IT organizations improve and develop over the long term. In both cases, Service Strategy relies largely upon a market-driven approach. Key topics covered include service value definition, business-case development, service assets, market analysis, and service provider types. Service Design Provides guidance on the design of IT services, processes, and other aspects of the service management effort. Addresses how a planned service solution interacts with the larger business and technical environments, service management systems required to support the service, processes which interact with the service, technology, and architecture required to support the service, and the supply chain required to support the planned service. Within ITIL v2, design work for an IT service is aggregated into a single Service Design Package that are managed within the service catalogues. Service Transition The delivery of services required by a business into live/ operational use. Service Operation Part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc are considered. Continual Service Improvement Align and realign IT Services to changing business needs by identifying and implementing improvements to the IT services that support the Business Processes. The expressions of CSI on improvement reflect a business perspective of throughout the entire lifecycle. ITIL Version 3 Process Origination

6. ITIL Version 3 Process Origination ITIL Version 3 Process Origination

7. ITIL Version 3 Process Origination V3 Financial Management expands upon v2 concepts to express a shift in the primary target from public to private sector organizations. Demand Management was covered under Capacity Management in ITIL v2. The split in v2 Capacity Mgmt highlights v3 consideration of Demand Mgmt as a strategic, rather than design element. Managing services portfolios originates in the ITIL v2 Application Management book (section 3.3.1 - The application portfolio). ITIL Version 3 Process Origination

8. ITIL Version 3 Process Origination Service Catalogue Management was included in ITIL v2 Service Level Management. ITIL v3 elaborates on the concept, introducing a dedicated process to ensure it is up-to-date and contains reliable information. ITIL v3 introduces a distinction between a Customer Service Catalogue (services visible to the customer, defined by SLAs) and a Technical Service Catalogue (relationships to the supporting services, shared services, components and Cls necessary to support the provision of the service to the business.) ITIL Version 3 Process Origination

9. ITIL Version 3 Process Origination ITIL Version 3 Process Origination

10. ITIL Version 3 Process Origination Service Level Management processes in ITIL v3 more narrowly pertain to the development and maintenance of relationships with IT lines of business (LOBs). The primary means to conduct this business is through written agreements with the LOB and amongst participants in the service chain including external vendors. In ITIL v3, the Service Review activities are part of Continual Service Improvement. ITIL Version 3 Process Origination

11. ITIL Version 3 Process Origination Capacity Management processes in ITIL v3 closely follow ITIL v2 with the separation of Demand Management as a Strategic process element in the Service Lifecycle. ITIL Version 3 Process Origination

12. ITIL Version 3 Process Origination Availability and IT Service Continuity Management processes in ITIL v3 are identical to ITIL v2. ITIL Version 3 Process Origination

13. ITIL Version 3 Process Origination ITIL v3 treats IT Security Management as part of the Service Design core volume, resulting in a better integration of this process into the Service Lifecycle. The v3 process was updated to account for new security concerns. ITIL Version 3 Process Origination

14. ITIL Version 3 Process Origination Supplier Management is included in the ICT Infrastructure Management book in ITIL v2. ITIL Version 3 Process Origination

15. ITIL Version 3 Process Origination Supplier Management is included in the ICT Infrastructure Management book in ITIL v2. ITIL Version 3 Process Origination

16. ITIL Version 3 Process Origination The scope of Change Management is expanded to more explicitly include service and business elements affecting IT operations – “Strategic changes are brought in via Service Strategy and the business relationship management processes. Change, to a service will be brought in via Service Design, Continual Service Improvement and the service level management process”. ITIL Version 3 Process Origination

17. ITIL Version 3 Process Origination The distinction between Asset & Configuration Management is clarified in ITIL v3. Asset Management covers service assets across the whole service lifecycle. It provides a complete inventory of assets and who is responsible for their control. Configuration Management ensures that selected components of a complete service, system or product are identified, baselined and maintained and that changes to them are controlled. It maintains the relationships between service assets and configuration items. ITIL Version 3 Process Origination

18. ITIL Version 3 Process Origination Release & Deployment Management in ITIL v3 provides considerably more details in the areas of Release Planning and Testing; this leads to the addition of a dedicated processes in ITIL v3 - Service Validation and Testing. ITIL Version 3 Process Origination

19. ITIL Version 3 Process Origination Many aspects of Knowledge Management were covered by various processes in ITIL v2, most notably in Application Management and also in “Planning to Implement Service Management” – section 7.6 (Knowledge Management). ITIL v3 defines Knowledge Management as the one central process supported by distributed data repositories (the Service Knowledge Management System – SKMS) that is responsible for providing knowledge to all other IT Service Management processes. ITIL Version 3 Process Origination

20. ITIL Version 3 Process Origination Event Management is a process in ITIL v2 ICT Infrastructure Management. ITIL v3 sees Event Management as an important trigger of the Incident and Problem Management processes. ITIL Version 3 Process Origination

21. ITIL Version 3 Process Origination • ITIL v3 Incident Management contains all concepts in v2 but has been re-conceptualized: • ITIL v3 distinguishes between Incidents (Service Interruptions) and Service Requests (standard requests from users, e.g. password resets) • Service Requests are no longer fulfilled by Incident Management; instead there is a new process called Request Fulfilment • There is a dedicated process now for dealing with emergencies ("Major Incidents") • A process interface was added between Event Management and Incident Management. Significant Events are now triggering the creation of an Incident. ITIL Version 3 Process Origination

22. ITIL Version 3 Process Origination A new sub-process "Major Problem Review" was introduced in v3 to review the solution history of Major Problems in order to determine its’ root-cause and prevent its’ reoccurrence. ITIL Version 3 Process Origination

23. ITIL Version 3 Process Origination In ITIL v2, Service Requests were fulfilled by the Incident Management process. This separation into a distinct process was a reflection of the clear distinction in ITIL v3 between Incidents (Service Interruptions) and Service Requests (standard requests from users, e.g. password resets). ITIL Version 3 Process Origination

24. ITIL Version 3 Process Origination Access Management was covered under ITIL v2 Security Management. It’s inclusion as a separate process was motivated by its’ deemed importance from a security standpoint. ITIL Version 3 Process Origination

25. ITIL Version 3 Process Origination Service Measurement and Reporting was covered in ITIL V2 Service Level Management in sections 4.5.1 (Monitoring and Reporting), 4.5.2 (Service Review Meetings) and 4.5.3 (Service Improvement Programme). ITIL Version 3 Process Origination

26. ITIL Version 3 Process Origination The ITIL v3 7-Step to Service Improvement process is an elaboration of the techniques and processes introduced in ITIL v2 – Planning to Implement Service Management. Gap Analysis is common in both sources as a means of assessing baseline performance. ITIL Version 3 Process Origination

27. ITIL Version 3 Migration Summary ITIL Version 3 Process Origination

28. ITIL Version 3 Migration Summary • A comparison between ITIL v3 and v2 reveals that all the main processes in ITIL v2 have been migrated to v3, with only few changes of any significance. In many instances, ITIL v3 offers revised and enhanced process descriptions. • The main difference between ITIL v3 and v2 is the new ITIL v3 Service Lifecycle structure: ITIL v3 is best understood as seeking to implement feedback-loops by arranging processes in a circular way. • ITIL v3 puts more emphasis on producing value for the business through a strengthening of the Service Strategy lifecycle stage. • ITIL v3 also gives greater acknowledgment to maturity modeling and other techniques to achieve gradual improvement over time. ITIL Version 3 Process Origination

29. ITIL Version 3 Criticisms • A framework such as the service lifecycle allows for systematic ordering of IT processes through comparison with a known metaphor. However, not all IT processes easily fit into a framework calling for frequent duplication of sub-processes/functions in different ITIL v3 processes • The function of Continuous Improvement does not fit particularly well in the service lifecycle framework. Other models, such as CobIT and CMMI treat improvement through the lens offered by Maturity Modelling. Several processes and sub-processes within ITIL v3 exist at, or have different elements that reflect, levels of organizational capability • The re-direction to emphasize financial concepts targeted at private sector organizations comes at the expense of added complexity for public sector bodies • There is a secondary theme throughout ITIL v3, expressed within Capacity Management, that reflects a distinction also relevant in other ITIL processes. Processes have elements and data related to Component, Service and Business perspectives. This thematic could be embellished through other Service Lifecycle processes. ITIL Version 3 Process Origination

30. Hendershott Consulting Inc Email: len.hendershott@rogers.com ITIL process site: hci-itil.com MS Powerpoint Show version of this video is available from: hci-itil.com  Select ITSM Resources Service Design – Section 4.4 – Availability Management