Fanshawe College ITSM and ITIL Course - INFO-6084 PDF

Module 1 – Introduction to ITSM and ITIL INFO-6084 – Practical Applications of ITIL Practical Applications of ITIL – INFO 6084 The use and dependence on information technology is ubiquitous and permeates every industry. In this course students will explore a set of best practices for IT activitie...

Module 1 – Introduction to ITSM and ITIL INFO-6084 – Practical Applications of ITIL Practical Applications of ITIL – INFO 6084 The use and dependence on information technology is ubiquitous and permeates every industry. In this course students will explore a set of best practices for IT activities with a focus on IT Service Management. Through discussions, practical work, exercises and case studies, students will acquire the skills required to align IT services with the needs of the business using the Information Technology Infrastructure Library (ITIL) as foundational framework. Agenda Basic Glossary ITSM Concepts ITIL Framework: Stages, Processes and Functions What’s Next: How is the course structured? Learning Outcomes Understand the basic concepts and definitions of ITSM and ITIL Understand the ITIL framework structure in terms of Lifecycle stages, Processes and Functions and how we will structure the course to cover all of them Review how ITIL framework evolved and understand the main differences between ITIL v3 and ITIL v4 and why ITIL v3 content is still relevant Section 1 Basic Glossary Glossary 1. ITSM 2. ITIL 3. Best Practices 4. Services 5. Outcomes 6. Types of Services 7. Customers (Internal and External) 8. Internal and External Services 9. Roles 10. Stakeholders 11. Users 12. Suppliers 13. Partners 1 - ITSM With the growth of IT, there has been an increasing need to effectively manage the various aspects of technology. ITSM (Information Technology Service Management): It is 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, directed by policies, organized and structured in processes and supporting procedures, that are performed by an organization to plan, design, deliver, operate and control information technology (IT) services offered to customers 2 - ITIL ITIL (Information Technology Infrastructure Library): is a well-known set of IT detailed practices designed to assist businesses in aligning their IT services with customer and business needs. Services include IT- related assets, accessibility, and resources that deliver value and benefits to customers. ITIL® is one of the most heavily used ITSM frameworks. 3 - Best Practices A Best Practice is a procedure or set of procedures that is preferred or considered standard within an organization or industry. ITIL focuses on the processes, functions, and capabilities required to support IT services. ITIL has been successful due to its practical approach to service management, utilizing what works in real organizations. Best Practices (Cont.) Sources of Best Practices: o Proprietary knowledge/internal experience o Standards/industry practices o Training and education/academic research The strength of the ITIL framework is it’s use of best practices Have you heard about other “Best Practices” framework? 4 - Services In ITIL, the service is the ultimate center of focus in every aspect of service management. A service is defined as a means of enabling value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks. Services are made up of the combination of technology, people, and processes and are based on the use of information technology and support the customer’s business processes 5 - Outcomes Outcome is the result of carrying out an activity, following a process, or delivering an IT service etc. The term is used to refer to intended results, as well as to actual results. By focusing on the desired outcome from a customer perspective and managing services according to the delivery of the outcome, you are able to work closer with your organization, achieving IT and business integration, rather than IT and business alignment. It is only when you fully understand the required outcomes that you can deliver your services effectively. 6 - Types of Services Core Services Enabling Services Enhancing Services Types of Services (Cont.) Core Services Deliver the basic outcomes required by one or more customers. Provide the value the customer wants and for which they are willing to pay Provides the capability for the business-critical functions Types of Services (Cont.) Enabling Services Services that are needed to ensure that the core service can be delivered. May not be immediately visible to the customer. Without them, the core services cannot be delivered. Types of Services (Cont.) Enhancing Services Additional services that enhance the core service, making it more attractive or appealing to the customer. Not essential to the delivery of the core services hey are extra factors that make the offerings more attractive to the customer. Adds something that provides value and customer satisfaction. Group Discussion – Services at Fanshawe Please identify Two (2) Core Services, Two(2) Enabling Services and Two (2) Enhancing Services offered by Fanshawe College. Justify why they fit in that type of service. Breakout rooms - Groups of 5, discuss and present to the class 7 - Customers Customers are Individuals or groups that buy goods or services. ITIL differentiates between types of customers, because there is a difference between those customers who work within the same organization and those working for a separate organization. 1. Internal – People who within the same organization, i.e. HR, Accounting, Collections etc. 2. External – Other organizations, people and entities outside of your organization 8 - Internal and External Services As with Customers ITIL differentiates between Internal and External Services Reasons for differentiating between Internal and External services: o The definition of service includes the phrase “facilitating outcomes customers want to achieve.” o You need to be able to differentiate between services that support an internal activity and those that deliver business outcomes. 9 - Roles A role is the position or purpose that someone or something has in a situation, organization, process or activity. ITIL roles are used to define responsibilities. In particular, they are used to assign owners to the various ITIL processes, and to define responsibilities for the activities in the detailed process definitions. 10 - Stakeholders Stakeholders are the human component of the service and are all those that have an interest in IT services (individuals or groups) Stakeholders include also users and/or customers. Even though often taken for granted, stakeholders are vital to achieving the organization's objectives. Without stakeholders, an IT service does not exist. 11 - Users Users are individuals or groups that use the service on a day-to-day basis. They are distinct from Customers – no authority over the service Customers and users are both important but for different reasons. All customers are typically users, but all users are not customers. 12 - Suppliers Suppliers are third parties who have responsibility for the supply of goods or services that are required to deliver IT services. A Supplier is an organization that provides products and services to consumers but does not have goals or objectives in common with its consumers. The engagement of suppliers is now a critical part of most IT service providers organizations 13 - Partner A partner is an organization that provides products and services to consumers and works closely with its consumers to achieve common goals and objectives. A partner provides products and services much like a supplier; however, a partner also provides significant additional value to the customer throughout the product life cycle. Section 2 ITSM Concepts ITSM Concepts 1. Service Management 2. Service Provider 3. IT Service Management 4. IT Service Provider 5. Types of Service Providers 6. Service Level Agreement 7. Process 8. Process Model 9. Process Characteristics 10. Functions 11. ITIL Functional Roles 12. Other terms to know ITSM Concepts (Cont.) 1 - Service Management: A set of specialized organizational capabilities for providing value to customers in the form of services. 2 - Service Provider: An organization supplying services to one or more internal or external customers. Originated with traditional service businesses, such as banks, hotels, and airlines ITSM Concepts (Cont.) 3 - IT Service Management: The implementation and management of quality IT services that meet the needs of the business. 4 - IT Service Provider: A service provider that provides IT services to internal or external customers. Every IT department should consider itself an IT service provider !! 5 – Types of Service Providers Type I - Internal Service Provider: located within the business unit it supports. Type II - Shared Services Unit: Internal provider that provides shared IT services to more than one business unit. Type III - External Service Provider: Provides IT services to external customers. 6 - Service Level Agreement IT service providers should deliver services to their customers at an affordable cost and acceptable level of quality and performance. These three objectives are documented in a Service Level Agreement (SLA) SLA: A service-level agreement is defined as an official commitment that prevails between a service provider and the customer. 7 - Process A process is a structured set of activities designed to accomplish a specific objective. A process takes one or more defined inputs and turns them into defined outputs. The ITIL framework is based on processes. Processes define actions, dependencies, and sequence. 8 - Process Model A Process model is the graphical representation of business processes or workflows. Like a flow chart, individual steps of the process are drawn out so there is an end-to-end overview of the tasks in the process within the context of the business environment. 9 - Process Characteristics Measurability: Processes are based on the performance of activities so should be measurable Specific: Processes exist to deliver a specific result that is accountable and identifiable, or else they should not be taking place. Customers/Stakeholders: Every process should deliver its primary result for the benefit of a customer or stakeholder. Responds to a Trigger: Actions should be traceable to a specific trigger. 10 - Functions Functions are a team or group of people and the other resources or tools that are used to carry out a process or process activities. Broken down and carried out by individuals, groups, or teams with specific or specialist skills appropriate to the tasks. It is important to define the roles and responsibilities required to carry out the processes and activities. 11 - ITIL Functional Roles Group: A number of people who are performing similar activities. Not normally viewed as a formal structure Team: A more formal structure for those working together with a common objective. Can be located in the same place or multiple locations. Department: Formal organizational structures within an organization. Usually a hierarchical structure Division: A number of departments that have been grouped together, often self-contained within an organization. 12 - Other terms to know Service Level Requirements (SLR) - A document recording the business requirement for an IT service. Service improvement Plan (SIP) - Refers to the steps that have to be taken to close a significant gap in the expected delivery quality of a service and the actual delivery. Operational-level agreements (OLA) - The interdependent relationships in support of a service-level agreement (SLA). The agreement describes the responsibilities of each internal support group toward other support groups, including the process and timeframe for delivery of their services. The objective of the OLA is to present a clear, concise and measurable description of the service provider's internal support relationships.  Other terms to know (Cont.) Underpinning Contract (UC) – Is a contract between an IT Service Provider and a Third Party. The Third Party provides goods or Services that support delivery of an IT Service to a Customer. The Underpinning Contract defines targets and responsibilities that are required to meet agreed Service Level Targets in an SLA. Service Level Objectives (SLO) - A negotiated document that defines the service that will be delivered to a Customer in qualitative terms, although a small number of Key Performance Indicators (KPIs) might also be defined. Section 3 ITIL Framework: Stages, Processes and Functions ITIL History ITIL was originated as collection of books in UK in the eighties when the Central Computer Telecommunications Agency (CCTA) was tasked by the British government to reach out to IT companies and identify and collate the best practices.. The earliest incarnation of ITIL was released at the end of the 1980s. This early version was titled the GITIM, Government Information Technology Infrastructure Management. ITIL v1 was the initial version of ITIL consisting of 31 books. From 2000 to 2004, ITIL V1 was revised and replaced by 7 book, which became ITIL v2. In 2007, ITIL V2 was modified and consolidated, consisting of five core books covering the service lifecycle and became ITIL v3 In 2011, AXELOS released a revision of ITIL that resolved errors and inconsistencies with V3. It was an updated ITIL v3 In 2019 ITIL v4 was released and it is the current version of ITIL. V4 has more practical guidance on how to use ITIL, particularly in collaborative environments ITIL History Snapshot Source: http://abhinavpmp.com/2021/01/11/the-spectacular-history-of-itil/ ITIL Service Lifecycle ITIL Service Lifecycle is a set of best practice guidelines for IT services. This lifecycle comprises five stages: o Service Strategy o Service Design o Service Transition o Service Operation and o Continual Service Improvement. o The ITIL service lifecycle allows an organization to effectively manage the complete IT service life cycle while improving IT and business performance. ITIL Service Lifecycle (Cont.) Each lifecycle stage feeds into the others (as shown in the left image) but the stage of Continual Service Improvement interacts with all of the others so the cycle could also be represented as shown in the right image. Service Lifecycle Stages Service Strategy: The core of the lifecycle, setting the strategic approach for service management activities. Service Design: Provides guidance on the design and development of services according to the requirements of the customer Service Transition: Provides guidance on the transition of new or changed services into the live environment, including the development and improvement of capabilities. Service Lifecycle Stages (Cont.) Service Operation: Covers the management of the day-to- day delivery of services, including optimizing efficiencies Continual Service Improvement: Provides guidance on the maintenance of value creation and continual alignment to changing business needs. ITIL Processes ITIL v3 considers 26 ITSM processes and 4 main functions grouped across the 5 lifecycle stages. Remember: 5 Lifecycle Stages or Areas !! 26 ITSM Processes !! 4 Main Functions !! Please note that ITIL v4 introduced some changes to this schema and this will be discussed later in the course. ITIL Processes (26) Continual Service Service Strategy Service Design Service Transition Service Operation Improvement Service Catalog Transition Planning & Strategy Management Access Management 7-step Improvement Management Support Availability Demand Management Change Management Event Management Management Service Portfolio Information Security Service Request Management Management Change Evaluation Fulfilment Financial Service Level Release & Management Management Deployment Incident Management Management Business Capacity Service Assets & Problem Management Relationship Management Configuration Management Management Design Coordination Service Validation & Testing Supplier Management Knowledge Management IT Service Continuity ITIL Main Functions Technical Management: Expertise and management of the technological infrastructure Application Management: Expertise and management of the applications Operations Management: Day-to-day management of the infrastructure and applications, including operation control and facilities management Service Desk: Single point of contact for users into the IT service provider Section 4 What’s Next? How is the course structured? During this course we will cover all the 26 processes across all the 5 stages and also the main 4 functions defined in ITIL. We will also review the main differences between ITIL v3 and ITIL v4. Module 1: Introduction Module 8: Service Transition Module 2: Service Strategy Part I Module 9: Service Operations Part I Module 3: Service Strategy Part II Module 10: Service Operations Part II Module 4: Service Design Part I Module 11: CSI + ITIL v4 Module 5: Service Design Part II Module 6: Service Design Part III Module 7: Service Design Part IV ITIL 3 vs ITIL 4 Even though ITIL v3 certifications have been discontinued (in 2021/2022), the content is still relevant and it is important to understand it in order to understand what changes have been introduced in ITIL v4. ITIL v3 experts should transfer over to the ITIL 4 certification path. While ITIL v3 involved “the service lifecycle,” which was comprised of 26 ITSM processes across 5 stages and four functions, ITIL v4 has a new approach: o ITIL 4 focuses on service management, not just ITSM, and on the co-creation of value o There’s now an ITIL service value system and service value chain o The ITIL v3 processes are now ITIL 4 management practices. We will cover ITIL v4 more in detail in our Module #11 ! Next Week Module 2 – Service Strategy Part 1 – Introduction Assignment #1