ITIL Quick Reference / ITIL Cheat Sheet

What is ITIL?

• Is a set of guidelines and best practices outlining how ITSM (Information Technology Service Management) can be implemented.
• Focuses on aligning IT services with the needs of business.
• Although ITIL underpins ISO/IEC 20000 (previously BS15000), the International Service Management Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL framework. ITIL is not a standard.
• ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can be applied by an organization
• Since July 2013, ITIL has been owned by AXELOS Ltd, a joint venture between HM Cabinet Office and Capita Plc. Axelos licenses organizations to use the ITIL intellectual property, accredits licensed Examination Institutes, and manages updates to the framework.

 

How is ITIL STRUCTURED?

ITIL has following component

1. ITIL core
2. ITIL complementary guidance
3. ITIL web

 

 

Source of Service management best practice:

 

Source of knowledge (generate)         Enables (aggregate)

1: standard                                            Technologies

2: industry practice                                Advisers

3: academic research                           Suppliers

4: training and education                      Customers

5: internal experience                           Employees

 

 

 

ITIL 5 stages

1. Service strategy
2. Service Design
3. Service Transition
4. Service Operation
5. Continual Service Improvement

 

 

ITIL process in each stages

Service Strategy

1. Service Portfolio management
2. Financial management
3. Business case
4. Business Relationship management

 

Service Design

1. Design coordination
2. Service catalog management
3. Service level management
4. Availability management
5. Capacity management
6. IT service continuity management
7. Information security management
8. Supplier management

 

Service Transition

1. Change management
2. Transition planning and support
3. Service asset and configuration management (SACM)
4. Knowledge management  : (SKSM) service knowledge management system
5. Release and deployment management
6. Service validation and testing
7. Change evaluation

 

Service Operation

1. Event management – monitoring
2. Incident management – Restore normal service
3. Problem management – root cause analysis to avoid future failure
4. Access management – Permit / Restrict access
5. Request fulfilment – direct request from users.

 

Continual service improvement

1. 7-step improvement process
2. Demning cycle   PDCA

 

Terms and Definitions

• Services: are a mean of delivering value to customers, by facilitating the outcome customer want to achieve, without the ownership of specific cost and risk.
  

                   e.g.    email services.

• IT Service: A service provided by an IT service provider. It is made up of a combination of IT, People and Process.
• Outcome: the result of carrying out an activity, following a process, or delivering an IT service etc.
  The term outcome is used to refer to intended results, as well as to actual results.
• Service Value =  Utility ( Fit for purpose ) + Warranty ( Fit to use )
  • Utility – increases performance average
  • Warranty – reduced performance variation

 

What are Assets, Resource & Capabilities?

• Capabilities: represent an organization ability to co-ordinate, control and deploy resources to produce the value. It by themselves cannot produce value without adequate and appropriate resources.
  • Capabilities e.g.: Management, organization, process, knowledge, people (skill)
  • Resources e.g.:  finance, infrastructure, application, information, people (number)
    

     

     
• Asset: Any resource or capability
  • Customer asset
  • Service assets

 

Service management & ITSM

• Service management: A set of specialized organizational capabilities for providing value to customers in for of services.
• Service provider: An organization supplying service to one or more internal or external customers
• ITSM: the implementation and management of quality IT services that meet the needs of the business. IT service management is performed by IT service providers through an appropriate mix of people, process & IT.
• IT service provider:  service provider that provides IT service to internal and external customers.

   

  
  

   

IT Service

• A service provided by an IT service provider.
• It is made up of a combination of Information technology, people and process.
• Category  of  IT services:
  • Customer-facing IT services directly support the business process of one or more customers and its service level target should be defined in a SLA.
    • Internal customer facing service:
    • External customer facing service.
  • Supporting service: not used directly by business but are required by service provider to deliver customer facing services. It is sometime called as infrastructure service.
    
    

     

Classification of IT services

• Core Services: capability for business critical function    e.g.   Email
• Enabling service:   e.g. network infrastructure
• Enhancing service: e.g.  ability to access web service remotely

 

Stakeholder, Customers, Users, Suppliers

• Stakeholder: Those individual or group that have an interest in an organization, service or project and are potentially interested or engaged in the activates, resource, targets or deliverable from service management.
•   E.g.  Customer, users, supplier
• Customers: who buys good or services. They are responsible for agreeing on and defining the targets in the service level agreements with the IT service provider.
  • Internal : company employee, HR
  • External: customer who pay for services.
• Users
• Suppliers- third party who have responsibility for the supply of goods or services that are required to deliver IT services. Eg hardware and software.

 

COST

• Service cost will be reflected in finance term as
• ROI – return of investment
• TCO – total cost of ownership

 

IT service provider types

• Type 1: - internal service provider, provide service within  an organization or one business unit ( eg local site support)
• Type 2: - shared service unit: internal service provider that provide shared IT service to more than on business unit.
• Type 3:- Eternal Service provider: outsourcing partner.

 

Different types of sourcing:

1. In sourcing
2. Outsourcing
3. Co-sourcing  or multi sourcing
4. Partnership
5. BPO
6. ASP ( Application service provisioning, app / software on demand)
7. KPO ( Knowledge Process Outsourcing )
8. Cloud
9. Multi – Vendor sourcing
    

 

Process and function

• Process: a process is structured set of activities designed to accomplish a specific objectives. A process take one or more defined inputs and turns them into defined output.
• Process model: Enable understanding & assist in articulation distinct process future. It is way of working on incident, CR, SLA etc.
• Process control: the activity of planning and regulating a process, with the objective of performing a process in an effective, efficient and consistent manner.
• Process enablers

 

Process characteristics

                1 measurability                

                2: specific result                                                                               

                3: customer / stakeholder           

                4: respond to triggers.

 

Function

• Defined as a team or group of people and the other resources or tool that are used to carry out a process or process activities.
• Role : it is a set of responsibility, activities and authority granted to a person or team
• Standard role
  • Service owner
  • Process owner
  • Process manager
  • Process practitioner : responsible for carrying out the activities of a process
    Note: Functions would NOT be defined as part of every process
     
    RACI Model: Responsible, Accountable, Consulted and Informed
• Roles defined by ITIL
  • Group – performing similar activates
  • Team -  working together with a common objective
  • Department – hierarchical structures
  • Division – a number of department that have been grouped together.
  • Function :
    • 1: service desk  
    • 2: technical management
    • 3:application management        
    • IT operation management : responsible for monitoring activities and events in the IT infrastructure

 

Service automation: automation (tool) are extremely useful to improve utility & warranty of services.

 

Service management tools functionality include

• Self help
• Workflow or process engine
• Integrated CMS
• Discover / deployment technology

• Remote control (RDP)

• Diagnostic scripts and utilities

• Reporting and dashboard.

 

 

Competence & training

• SFIA (the skill framework for information age)