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Lecture no 13: Overview over ITIL 2

Lecture no 13: Overview over ITIL 2. TDT4285 Planlegging og drift av IT-systemer Spring 2010 Anders Christensen, IDI. What is ITIL?. A framework providing a structure for organizations that run IT-services. Based on experiences and best practice

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Lecture no 13: Overview over ITIL 2

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  1. Lecture no 13: Overview over ITIL 2 TDT4285 Planlegging og drift av IT-systemer Spring 2010 Anders Christensen, IDI TDT4285 Planl&drift IT-syst

  2. What is ITIL? • A framework providing a structure for organizations that run IT-services. • Based on experiences and best practice • A mind-set, which is to be implemented in spirit, but not necessarily copied in details. • Freely available TDT4285 Planl&drift IT-syst

  3. The History behind ITIL ITIL Version 1 ITIL Version 2 1980s 10+30 books ITIL Version 3 2+N books 1990s British civil service 2+N books 2000s The Nederlands Rest of the world Google: April 2004: ITIL=357k, iso9000=1.94M Febr 2005: ITIL=1.13M, iso9000=796k Febr 2006: ITIL=4.31M, iso9000=6.12M Febr 2007: ITIL=13.8M, iso9000=4.77M Febr 2009: ITIL=9,1M, iso9000=17M Febr 2010: ITIL=5,7M, iso9000=2,6M Origins (none of which are true): Thatcher-directive Out of the chaos from the war of the Falklands IBM outsourcing TDT4285 Planl&drift IT-syst

  4. How to use ITIL? Handle complexity Simplifies NO YES Pro-activity Lower cost of operations Documentation Predictability Kernel of experiences Sub-optimalisation Reactivity Common tribal language Synchronize expectations TDT4285 Planl&drift IT-syst

  5. ITIL is process-oriented Leaders People Middle mgmt Roles ITIL Traditionally Employees Subtasks Processes Areas of work Top-down, controlling areas of responsibility Task-oriented, non-hierarchical TDT4285 Planl&drift IT-syst

  6. Ten core processes of ITIL (… and one function) Service Desk Service Level mgmt Financial mgmt for IT-services Incident mgmt Problem mgmt Capacity mgmt ITIL Config. mgmt IT Services Continuity mgmt Change mgmt Availability mgmt Release mgmt TDT4285 Planl&drift IT-syst

  7. What ITIL is not? • A complete blue-print, but bricks and material from which you can build your own building depending on your needs. • A quick fix, but a set of processes that you have to build into the mind-set of your employees, and which must be continually updated and improved. • Something you buy, although you can buy help to implement it, the core of the work is changing your own organization and how it thinks and functions. • Another method of control, but a way of setting up your organizaton so that it works towards the goals without controlling management. TDT4285 Planl&drift IT-syst

  8. Service Desk Service Level mgmt Financial mgmt for IT-services Incident mgmt Problem mgmt ITIL Capacity mgmt Config. mgmt IT Services Continuity mgmt Change mgmt Availability mgmt Release mgmt Customers and Users Users Customer Service Support =blue book Service Delivery =red book TDT4285 Planl&drift IT-syst

  9. The Business, Customer or User Service support Difficulties Queries Enquiries Communications Updates Work-arounds Mgmt tools Incidents Changes Incidents Service desk Releases Config. mgmt Incident mgmt Change mgmt Problem mgmt Release mgmt Service reports Incident statis Audit reports Problem stats Trend analysis Probl reps Problem revs Diag aids Audit reps Change sched CAB minutes Change stats Change revs Audit reps Release sched Release stats Release revs Secure library Testing std Audit reps CMBD reps CMDB stats Policy/std Audit reps CMDB Problems Known errs CIs and relations Incidents Changes Releases Source: OGC: BestPrcatice for Service Support TDT4285 Planl&drift IT-syst

  10. Business, Customer and Users Service delivery Queries Enquiries Communication Updates Reports Availability mgmt Requirements Targets Achievement Capacity mgmt Service Level mgmt SLA, SLR, OLA Service reports Service catlg. SIP, Exception reps Audit report Avail Plan AMDB Design crit Targets Thresholds Reports Audit reps Capacity plan Capacity DB Targets/thresholds Capacity Reports Schedules Audit reports Financial Plans Types and models Cost and Charges Reports Budgets/Forecasts Audit reports IT Continuity Plans BIA and Risk anls Requirements Def’s Control centers DR contracts Reports Audit reports Financial Mgmt for IT-services Alerts and Exception Changes IT Service Continuity mgmt Mgmt tools Source: OCG: Best Practice for Service Delivery TDT4285 Planl&drift IT-syst

  11. ITIL and ISO9000 and Best practice Your local system Locally ITIL Frame work Best practice ISO9000 Globally Experiences Specifics Generally TDT4285 Planl&drift IT-syst

  12. Dissenting views on ITIL Maybe ITIL is … • … a ghost from the 1970s? • … a method for getting organizations to kind-of work, despite the lack of competence among their members? • … latest fashion in management? • … a paradigm to blindly trust and dig into? • … a local, but not necessarily global maxima? TDT4285 Planl&drift IT-syst

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