ITIL
Showing posts with label ITIL. Show all posts
Showing posts with label ITIL. Show all posts

9 March 2013

Part 14 - IT Security Management (ITIL Video Tutorials)

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Security Management is a broad field of management related to asset management, physical security and human resource safety functions. It entails the identification of an organization's information assets and the development, documentation and implementation of policies, standards, procedures and guidelines.

In network management it is the set of functions that protects telecommunications networks and systems from unauthorized access by persons, acts, or influences and that includes many subfunctions, such as creating, deleting, and controlling security services and mechanisms; distributing security-relevant information; reporting security-relevant events; controlling the distribution of cryptographic keying material; and authorizing subscriber access, rights, and privileges.

Management tools such as information classification, risk assessment and risk analysis are used to identify threats, classify assets and to rate system vulnerabilities so that effective control can be implemented.





Part 13 - IT Service Continuity Management (ITIL Video Tutorials)

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Continual service improvement, defined in the ITIL continual service improvement volume, aims to align and realign IT services to changing business needs by identifying and implementing improvements to the IT services that support the business processes. It incorporates many of the same concepts articulated in the Deming Cycle of Plan-Do-Check-Act. The perspective of CSI on improvement is the business perspective of service quality, even though CSI aims to improve process effectiveness, efficiency and cost effectiveness of the IT processes through the whole lifecycle. To manage improvement, CSI should clearly define what should be controlled and measured.
CSI needs to be treated just like any other service practice. There needs to be upfront planning, training and awareness, ongoing scheduling, roles created, ownership assigned,and activities identified to be successful. CSI must be planned and scheduled as process with defined activities, inputs, outputs, roles and reporting. Continual Service Improvement and Application Performance Management (APM) are two sides of the same coin. They both focus on improvement with APM tying together service design, service transition, and service operation which in turn helps raise the bar of operational excellence for IT.
Improvement initiatives typically follow a seven-step process:
  1. Identify the strategy for improvement
  2. Define what you will measure
  3. Gather the data
  4. Process the data
  5. Analyse the information and data
  6. Present and use the information
  7. Implement improvement



Part 12 - Availability Management (ITIL Video Tutorials)

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Availability management targets allowing organisations to sustain the IT service-availability to support the business at a justifiable cost. The high-level activities realise availability requirements, compile availability plan, monitor availability, and monitor maintenance obligations.
Availability management addresses the ability of an IT component to perform at an agreed level over a period of time.
  • Reliability: Ability of an IT component to perform at an agreed level at described conditions.
  • Maintainability: The ability of an IT component to remain in, or be restored to an operational state.
  • Serviceability: The ability for an external supplier to maintain the availability of component or function under a third-party contract.
  • Resilience: A measure of freedom from operational failure and a method of keeping services reliable. One popular method of resilience is redundancy.
  • Security: A service may have associated data. Security refers to the confidentiality, integrity, and availability of that data. Availability gives a clear overview of the end-to-end availability of the system.



Part 11 - Capacity Management (ITIL Video Tutorials)

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Capacity management supports the optimum and cost-effective provision of IT services by helping organisations match their IT resources to business demands. The high-level activities include:
  • application sizing
  • workload management
  • demand management
  • modelling
  • capacity planning
  • resource management
  • performance management
Capacity management is focused on strategic capacity, including capacity of personnel (e.g., human resources, staffing and training), system capacity, and component (or tactical) capacity.




Part 10 - IT Services Financial Management (ITIL Video Tutorials)

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IT Financial Management comprises the discipline of ensuring that the IT infrastructure is obtained at the most effective price (which does not necessarily mean cheapest) and calculating the cost of providing IT services so that an organization can understand the costs of its IT services. These costs may then be recovered from the customer of the service. This is the 2nd component of service delivery process.




Part 9 - Service Level Agreement (SLA) Management (ITIL Video Tutorials)

09:21 1 Comments

Service-level management provides for continual identification, monitoring and review of the levels of IT services specified in the Service-level agreements (SLAs). Service-level management ensures that arrangements are in place with internal IT support-providers and external suppliers in the form of Operational Level Agreements (OLAs) and Underpinning Contracts (UCs), respectively. The process involves assessing the impact of change upon service quality and SLAs. The service-level management process is in close relation with the operational processes to control their activities. The central role of Service-level management makes it the natural place for metrics to be established and monitored against abenchmark.
Service-level management is the primary interface with the customer (as opposed to the user serviced by the service desk). Service-level management is responsible for:
  • ensuring that the agreed IT services are delivered when and where they are supposed to be
  • liaising with availability management, capacity management, incident management and problem management to ensure that the required levels and quality of service are achieved within the resources agreed with financial management
  • producing and maintaining a service catalog (a list of standard IT service options and agreements made available to customers)
  • ensuring that appropriate IT service continuity plans exist to support the business and its continuity requirements.
The service-level manager relies on the other areas of the service delivery process to provide the necessary support which ensures the agreed services are provided in a cost-effective, secure and efficient manner.



Part 8 - Configuration Management (ITIL Video Tutorials)

09:18 No Comments

Service asset and configuration management is primarily focused on maintaining information (i.e., configurations) about Configuration Items (i.e., assets) required to deliver an IT service, including their relationships. Configuration management is the management and traceability of every aspect of a configuration from beginning to end and it includes the following key process areas under its umbrella:
  • Identification,
  • Planning,
  • Change Control,
  • Change Management,
  • Release Management, and
  • Maintenance.



Part 7 - Release Management (ITIL Video Tutorials)

09:17 No Comments

Release and deployment management is used by the software migration team for platform-independent and automated distribution of software and hardware, including license controls across the entire IT infrastructure. Proper software and hardware control ensures the availability of licensed, tested, and version-certified software and hardware, which functions as intended when introduced into existing infrastructure. Quality control during the development and implementation of new hardware and software is also the responsibility of Release Management. This guarantees that all software meets the demands of the business processes.
The goals of release management include:
  • Planning the rollout of software
  • Designing and implementing procedures for the distribution and installation of changes to IT systems
  • Effectively communicating and managing expectations of the customer during the planning and rollout of new releases
  • Controlling the distribution and installation of changes to IT systems
Release management focuses on the protection of the live environment and its services through the use of formal procedures and checks.
A Release consists of the new or changed software and/or hardware required to implement approved changes. Release categories include:
  • Major software releases and major hardware upgrades, normally containing large amounts of new functionality, some of which may make intervening fixes to problems redundant. A major upgrade or release usually supersedes all preceding minor upgrades, releases and emergency fixes.
  • Minor software releases and hardware upgrades, normally containing small enhancements and fixes, some of which may have already been issued as emergency fixes. A minor upgrade or release usually supersedes all preceding emergency fixes.
  • Emergency software and hardware fixes, normally containing the corrections to a small number of known problems.
Releases can be divided based on the release unit into:
  • Delta release: a release of only that part of the software which has been changed. For example, security patches.
  • Full release: the entire software program is deployed—for example, a new version of an existing application.
  • Packaged release: a combination of many changes—for example, an operating system image which also contains specific applications.



Part 6 - Change Management (ITIL Video Tutorials)

09:12 No Comments

Change management aims to ensure that standardised methods and procedures are used for efficient handling of all changes. A change is an event that results in a new status of one or more configuration items (CIs), and which is approved by management, cost-effective, enhances business process changes (fixes) – all with a minimum risk to IT infrastructure.
The main aims of change management include:
  • Minimal disruption of services
  • Reduction in back-out activities
  • Economic use of resources involved in the change
Common change management terminology includes:
  • Change: the addition, modification or removal of CIs
  • Request For Change (RFC) or, in older terminology, Change Request (CR): a form used to record details of a request for a change and is sent as an input to Change Management by the Change Requestor
  • ITIL v2 - Forward Schedule of Changes (FSC): schedule that contains details of all forthcoming Changes.
  • ITIL 2007 - Change Schedule (CS): schedule that contains details of all forthcoming Changes, and references historical data. Many people still refer to the known term FSC.



Part 5 - Problem Management (ITIL Video Tutorials)

09:10 No Comments

Problem management aims to resolve the root causes of incidents and thus to minimise the adverse impact of incidents and problems on business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors. A 'problem' is the unknown underlying cause of one or more incidents, and a 'known error' is a problem that is successfully diagnosed and for which either a work-around or a permanent resolution has been identified. The CCTA (Central Computer and Telecommunications Agency) defines problems and known errors as follows
A problem is a condition often identified as a result of multiple incidents that exhibit common symptoms. Problems can also be identified from a single significant incident, indicative of a single error, for which the cause is unknown, but for which the impact is significant.
A known error is a condition identified by successful diagnosis of the root cause of a problem, and the subsequent development of a work-around.
Problem management differs from incident management. The principal purpose of problem management is to find and resolve the root cause of a problem and thus prevent further incidents; the purpose of incident management is to return the service to normal level as soon as possible, with smallest possible business impact.
The problem-management process is intended to reduce the number and severity of incidents and problems on the business, and report it in documentation to be available for the first-line and second line of the help desk. The proactive process identifies and resolves problems before incidents occur. Such processes include:
  • Trend analysis
  • Targeting support action
  • Providing information to the organisation
The error control process iteratively diagnoses known errors until they are eliminated by the successful implementation of a change under the control of the Change Management process.
The problem control process aims to handle problems in an efficient way. Problem control identifies the root cause of incidents and reports it to the service desk. Other activities are:
  • Problem identification and recording
  • Problem classification
  • Problem investigation and diagnosis
A technique for identifying the root cause of a problem is to use an Ishikawa diagram, also referred to as a cause-and-effect diagram, tree diagram, or fishbone diagram. Alternatively, a formal Root Cause Analysis method such as Apollo Root Cause Analysis can be implemented and used to identify causes and solutions. An effective root cause analysis method and/or tool will provide the most effective/efficient solutions to address problems in the Problem Management process.




Part 4 - Incident Management (ITIL Video Tutorials)

09:07 2 Comments

Incident management


Incident management aims to restore normal service operation as quickly as possible and minimise the adverse effect on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. 'Normal service operation' is defined here as service operation within service-level agreement (SLA) limits.
An incident is defined as:
2007: An unplanned interruption to an IT service or a reduction in the quality of an IT service. Failure of a configuration item that has not yet impacted service is also an incident. For example, failure of one disk from a mirror set.
V2: An event which is not part of the standard operation of a service and which causes or may cause disruption to or a reduction in the quality of services and customer productivity.
The objective of incident management is to restore normal operations as quickly as possible with the least possible impact on either the business or the user, at a cost-effective price. The transformation between event-to-incident is the critical junction where Application Performance Management (APM) and ITIL come together to provide tangible value back to the business.

Request fulfillment

Request fulfillment (or request management) focuses on fulfilling Service Requests, which are often minor (standard) changes (e.g., requests to change a password) or requests for information.



Part 3 - IT Service Desk Support (ITIL Video Tutorial)

09:01 1 Comments
The service desk is one of four ITIL functions and is primarily associated with the Service Operation lifecycle stage. Tasks include handling incidents and requests, and providing an interface for other ITSM processes. Features include:
  • single point of contact (SPOC) and not necessarily the first point of contact (FPOC)
  • single point of entry
  • single point of exit
  • easier for customers
  • data integrity
  • streamlined communication channel

Primary purposes of a service desk include:

Incident control: Life-cycle management of all service requests

Communication: Keeping a customer informed of progress and advising on workarounds
The service desk function can have various names, such as

Call center: Main emphasis on professionally handling large call volumes of telephone-based transactions

Help desk: Manage, co-ordinate and resolve incidents as quickly as possible at primary support level.

Service desk: Not only handles incidents, problems and questions but also provides an interface for other activities such as change requests, maintenance contracts, software licenses, service-level management, configuration management, availability management, financial management and IT services continuity management

The three types of structure for consideration:

Local service desk: To meet local business needs – practical only until multiple locations requiring support services are involved.

Central service desk: For organisations having multiple locations – reduces operational costs and improves usage of available resources

Virtual service desk: for organisations having multi-country locations – can be situated and accessed from anywhere in the world due to advances in network performance and telecommunications, reducing operational costs and improving usage of available resources.




Part 2 - IT Service Management Concepts (ITIL Video Tutorial)

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IT service management or IT service support management (ITSM or ITSSM) refers to 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 and information technology. The following represents a characteristic statement from the ITSM literature:

Providers of IT services can no longer afford to focus on technology and their internal organization they now have to consider the quality of the services they provide and focus on the relationship with customers.

No one author, organization, or vendor owns the term "IT service management" and the origins of the phrase are unclear.

ITSM is process-focused and in this sense has ties and common interests with process improvement movement (e.g., TQM, Six Sigma, business process management, CMMI) frameworks and methodologies. The discipline is not concerned with the details of how to use a particular vendor's product, or necessarily with the technical details of the systems under management. Instead, it focuses upon providing a framework to structure IT-related activities and the interactions of IT technical personnel with business customers and users.

ITSM is generally concerned with the "back office" or operational concerns of information technology management (sometimes known as operations architecture), and not with technology development. For example, the process of writing computer software for sale, or designing a microprocessor would not be the focus of the discipline, but the computer systems used by marketing and business development staff in software and hardware companies would be. Many non-technology companies, such as those in the financial, retail, and travel industries, have significant information technology systems which are not exposed to customers.

In this respect, ITSM can be seen as analogous to an enterprise resource planning (ERP) discipline for IT – although its historical roots in IT operations may limit its applicability across other major IT activities, such as IT portfolio management and software engineering.

IT Service Management is an enabler of information technology governance (or information management) objectives.

The concept of "service" in an IT sense has a distinct operational connotation, but it would be incorrect then to assume that IT Service Management is only about IT operations. However, it does not encompass all of IT practice, and this can be a controversial matter.

It does not typically include project management or program management concerns. In the UK for example, the IT Infrastructure Library (ITIL), a government-developed ITSM framework, is often paired with the PRojects IN Controlled Environments (PRINCE2) project methodology and Structured Systems Analysis and Design Method for systems development.

ITSM is related to the field of Management Information Systems (MIS) in scope. However, ITSM has a distinct practitioner point of view, and is more introspective (i.e. IT thinking about the delivery of IT to the business) as opposed to the more academic and outward facing connotation of MIS (IT thinking about the 'information' needs of the business).

IT Service Management in the broader sense overlaps with the disciplines of business service management and IT portfolio management, especially in the area of IT planning and financial control.

ITIL certified people are very demanded in IT industry.





5 March 2013

Part 1 - Introduction to ITIL (Information Technology Infrastructure Library) Video Tutorial

09:38 No Comments

The Information Technology Infrastructure Library (ITIL) is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as ITIL 2011 edition), ITIL is published in a series of five core publications, each of which covers an ITSM lifecycle stage. ITIL underpins ISO/IEC 20000(previously BS15000), the International Service Management Standard for IT service management, although differences between the two frameworks do exist.
ITIL describes processes, procedures, tasks and checklists that are not organization-specific, used by an organization for establishing integration with the organization's strategy, delivering value and maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
The acronym ITIL is a registered trademark of the United Kingdom's Cabinet Office. Following this move, the ownership is now listed as being with HM Government rather than OGC. The publications continue to be Crown Copyright.

ITIL 2007 Edition (previously known as version 3) is an extension of ITIL v2 and fully replaced it following the completion of the withdrawal period on 30 June 2011.[4] ITIL 2007 provides a more holistic perspective on the full life cycle of services, covering the entire IT organisation and all supporting components needed to deliver services to the customer, whereas v2 focused on specific activities directly related to service delivery and support. Most of the v2 activities remained untouched in 2007, but some significant changes in terminology were introduced in order to facilitate the expansion.

 Below 2 videos will give brief introduction of ITIL

Topics Covered in below Video
  • ITIL Definition
  • Who needs ITIL ?
  • Brief Introduction of ITIL Topics
  • Key Players in ITIL Framework
  • Foundation Certification Introduction
Topics Covered in below Video 
  • ITIL Background 
  • ITIL Version 3 Books 
  • Benefits of ITIL 
  • Potential Pitfalls




ITIL Qualification Scheme

The ITIL Qualifications scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL Best Practice, to various degrees of depth and detail.
ITIL_Scheme_Diagram_2011_small
These are the levels of qualifications within the scheme:
The modular, tiered structure of the qualification not only offers candidates the flexibility in relating to the different disciplines and areas of ITIL, but generally makes ITIL qualifications more accessible and achievable.







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