ITIL

1. ITIL • A Refresher Course for (Company Name)

2. ITIL – Topic 9

3. ITIL – Goals • Change Management decides • Release Management implements • Configuration Management supports

4. ITIL – Planning • Build Management • “make” • Regression Testing • DSL • Back-out plan • Purchases ? • Meetings • Training ? • Schedule

5. ITIL – Implementation • Plan the rollout • Design procedures • Verify preparations (with Configuration Management) • Communicate to users • Coordinate through Change Management • Verify integrity with Definitive Software Library • Deploy • Insure the CMDB is updated

6. ITIL – Types • Types of Implementations • Central • Distributed • Client-Server • Thin Client

7. ITIL – Types • Types of Releases • Major (e.g. XP) • Minor (e.g. SP2) • Emergency (e.g. patch) • More Types of Releases • Full (e.g. new CD with all service packs included) • Delta (e.g. just the service pack) • Package (e.g. Ghost image with everything integrated)

8. ITIL – Types • Types of Schedules • Big Bang • Phased

9. ITIL – Tools • Tools for Implementation • Pre-check automation • Deployment automation • Remote desktop/server management tools • Post-install verification automation • Audit to insure all systems were included • Uninstall automation • Software Configuration Management tools • Source code version control • Source code library

10. ITIL – Benefits • Fewer failures • Consistency • For example, all systems have Flash already installed • This makes it easier to succeed on the next change • Easier to support • Less inconsistency • All systems up to current release • Known fixes consistently deployed

11. ITIL – Coverage • Hardware as well as Software • Definitive Hardware Store • Inventory • Spares

12. ITIL – Benefits

13. ITIL – Topic 9 • Acronyms and Terminology • DHS = Definitive Hardware Store • Release Acceptance = verification by users • Release Policy = definition of who does what

14. ITIL – Topic 9 • Questions so far ?

15. ITIL – Topic 10

16. ITIL – Quick Review • Do you remember the 3 sub-processes within Problem Management ?

17. ITIL – Sub-Processes • Problem Control • Error Control • Proactive

18. ITIL – Sub-Processes • Business Capacity • Service Capacity • Resource Capacity

19. ITIL – Sub-Processes • Business Capacity • Ensure that future business needs are achievable • Service Capacity • Monitor and manage Live services • Manage demand • Resource Capacity • Monitor and manage the IT components • Work with Availability Management to plan Resiliency

20. ITIL – Effectiveness • Do you remember the “C J” phrase from Availability Management ?

21. ITIL – Effectiveness

22. ITIL – Cost Justifiable • Capacity Managementlike Availability Managementneeds to be Cost Justifiable

23. ITIL – Cost Justifiable

24. ITIL – Tools • Monitoring tools • Forecasting models • Capacity Management Database

25. ITIL – CDB • Capacity management DataBase • CMDB already taken • So this is the CDB • Store performance statistics here • ITIL recommends purging regularly • Only keep observed values for a short time • Keep monthly averages for a much longer time • ITIL notes that the disparity in sources makes this difficult • ITIL recommends monitoring servers not desktops • Link to CMDB for Configurations

26. ITIL – CDB • Capacity management DataBase • Business Capacity • Inventory counts • Historical usage • Business forecasts • Service Capacity • Metrics to match against the SLAs • Resource Capacity • Metrics for tuning and forecasting • Also Technical Data (i.e. Thresholds) • Also Financial Data (i.e. Cost of components and upgrades)

27. ITIL – Duties • Proactive planning • Modeling (trends, forecasts) • Reactive support • Monitoring for metrics • Managing either Proactive or Reactive • Tuning • Load balancing within a time period • Load balancing across time slots • Reporting • Turn the metrics into trend lines • Management summaries • Capacity Plan

28. ITIL – Capacity Plan • Capacity Plan • Plan future expenditures • ITIL recommends • Annual plan • Quarterly updates • But they agree that the pace of change is accelerating • IT is unlike any other business • Parkinson’s Law: work expands to fill the time • Same applies to disk drives, network bandwidth, etc. • Moore’s Law: performance doubles every 18+ months

29. ITIL – Future Oriented

30. ITIL – Topic 10 • Questions so far ?

31. ITIL – Topic 11 Continuity Management

32. ITIL – Goal • Continuity for critical business functions

33. ITIL

34. ITIL – Stage 1 Initiation • Initiate BCM

35. ITIL – Stage 2 Analysis • Business Impact Analysis • Impact • Risk Assessment • Probability • Probability Impact Matrix ( 2x2 or 3x3 ) • Business Continuity Strategy • Mitigation • Contingency

36. ITIL – Stage 3 Implement • Planning • Implement • Stand-by arrangements • Recovery plans • Risk reduction measures • Develop Procedures • Initial Testing

37. ITIL – Stage 4 Management • Education • Review and Audit • Testing • Change Management • Training • Assurance

38. ITIL – Topic 11 • Acronyms and Terminology • PIM = Probability Impact Matrix (Used by ITIL, but not named)

39. ITIL – Topic 11 • Questions so far ?

40. ITIL – Topic 9 • Review • Which process authorizes changes ? • Which process implements changes ? • Which process provides the CMDB ? • Describe the difference between a major and minor release

41. ITIL – Topic 10 • Review • What are the 3 sub-processes in Capacity Management ? • Name some items stored in the CDB • What is the purpose for a Capacity Plan ?

42. ITIL – Topic 11 • Review • Give examples of High Risk concerns • Give examples of High Impact concerns • Give examples of High-High concerns • Why is testing important ?

43. ITIL QUIZ Next Week Financial Management ) Chapter 2 > skim before next class Chapter 3 )