Lecture no 21: The 10 ITIL core processes

1. Lecture no 21: The 10 ITIL core processes TDT4285 Planlegging og drift av IT-systemer Spring 2011 Anders Christensen, IDI TDT4285 Planl&drift qav IT-syst

2. Service desk • Goal: The service desk is an ITIL function which is single point of contact (entry) that handles all requests from the users. • Tasks: Receives requests, performs simple tasks, investigates incidents, usually within the incident mgmt. Suggest changes, escalates. TDT4285 Planl&drift qav IT-syst

3. Incident mgmt • Goal: to reestablish normal services, or at least minimize the problems related to an incident. • Tasks: Receive, classify, and follow up on reported problems/incidents. Help users, escalate difficult incidents. Detect patterns in incidents, and report them as problems. TDT4285 Planl&drift qav IT-syst

4. Problem mgmt • Goal: through proactive and reactive means, reduce the effect and frequency of incidents that reduce the services. • Tasks: Find the real, underlaying reasons for the prolblems. Make temporary work-arounds and Requests for change for permanent solutions. Make mechanisms that reduces the effect of known problems. TDT4285 Planl&drift qav IT-syst

5. Configuration mgmt • Goal: Maintain a database over all units in the system, partly as support for the other processes, and partly to describe the system in order to change it, audit, configure, and reestablish it. • Tasks: create and maintain the database, ensure that all data are correctly entered initially, and that the database is synchronized with reality. TDT4285 Planl&drift qav IT-syst

6. Change mgmt • Goal: Ensure a structured and defined process for all changes, where unnecessary negative effects are eliminated and all relevant implicated parties are involved. • Tasks: Receive, evaluate, process, prioritize accept and coordinate changes. Maintain the log of past and future changes. TDT4285 Planl&drift qav IT-syst

7. Release mgmt • Goal: To see large number of changes, in particular upgrades, as a whole, and to process them in parallel as a release. To focus on the life-cycle of components. • Tasks: Package a number of related changes as a release. Plan, test, roll out, and monitor the release. TDT4285 Planl&drift qav IT-syst

8. Service Level mgmt • Goal: Be the primary contact for the customer, and handle all communication and contracts for these customers. • Tasks: Negotiate, monitor and revide the SLAs with the customer, and the OLAs internally with the sysadm staff. Know what services are available to be offered for new and existing customers. TDT4285 Planl&drift qav IT-syst

9. Financial mgmt for IT-services • Goal: Give a sound economic basis for the system administration. • Tasks: Suggest and describe economic models for the billing of customers. Maintain overview over costs and usage (for billing), assist in the planning of expansion of capacity. TDT4285 Planl&drift qav IT-syst

10. Capacity mgmt • Goal: Ensure that the current resources can handle the load of the services that the organization provides to the users, including future expansion. • Tasks: Monitor, start tuning, tweek the volume of use, estimate and calculate trends of usage. Produce a capacity plan for future expansion. TDT4285 Planl&drift qav IT-syst

11. IT Service Continuity mgmt • Goal: Ensure that the services can be delivered even after a serious breakage of the system. • Tasks: Plan, analyze and implement as disaster plan. Testing, revision, training and upgrade of this plan. TDT4285 Planl&drift qav IT-syst

12. Availability mgmt • Goal: Ensure that the technical solutions of the system will provide the needed availability and uptime in order to serve the customer as specified in the SLAs. • Tasks: Find metrics, monitor them, analyze and visualize the data, make reports, investigate special situations, maintain an availability plan. TDT4285 Planl&drift qav IT-syst

13. 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 qav IT-syst

14. 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 qav IT-syst