Information Technology

Infrastructure Library
(ITIL)
History, Concepts and Alignment to CobiT and ISO 20000

Thursday, October 12, 2006

Today’s Objectives:

1. Learn about the history of ITIL

2. Understand ITIL’s key objectives
3. Discover all components of the ITIL Framework
4. Visit each of the core 10 ITIL SM Processes
5. Learn the importance of process interaction
6. Understand the ISO 20000 & alignment to ITIL
7. Understand the alignment to CobiT Framework
8. Learn about the future of ITIL
Dalibor Petrovic, I.S.P.
Consulting Manager,
IT Strategy and Management, Deloitte

- Certified ITIL Service Manager

- EXIN International Exam Marker for ITIL
Service Manager Certifications
- Certified CobiT Professional
- Certified ISO 20000 Internal Auditor
- Chair of itSMF Northern Alberta
WHAT IS ITIL?
Framework for Best Practices in
A Library
Defined of
Common Books
Sense
IT Service Management

Origins:

• British Government’s effort to improve IT management

• Developed by the CCTA in the late 1980’s
• Originally, a library of over 40 books that documented
various IT Service areas, processes and standards
• Today, a library of 8 books, under the auspices of OGC
ITIL Objectives

Three Key Objectives of IT Service Management:

1. Align IT Services with the Current and Future

Needs of the Business and its Customers
2. Improve Quality of IT Services
3. Reduce Long-Term Costs of IT Service
Provision
In the beginning…

…there
was
Deming!
The Deming Cycle
The Deming Cycle
 The ITIL Library

Planning to Implement Service Management

Service
Support

The Technology
The Business

ICT
The Business Security Infrastructure
Perspective Management Management

Service
Delivery

Applications Management

Software Asset Management

Source: OGC
ITSM Components
IT Service

security
Service Level Continuity
Management Management

Availability
Management Release
Management
Capacity
Management
IT Change
Financial Infrastructure Management
Management ce Desk
Serviic
for IT services Configuration
Management
Incident
Management Problem Management
• Service Support
– The Service Desk
– Incident Management
– Problem Management
– Configuration Management
– Release Management
– Change Management

• Service Delivery
– Service Level Management
– Availability Management
– IT Service Continuity Management
– Capacity Management
– Financial Management for IT Services
 The
The Service
Service Desk
Desk

The Service Desk

Goals

To act as the single point of contact between the User and IT
Service Management and track status of all customer interactions
To handle Incidents and requests, and provide an interface for other
activities such as Change, Problem, Configuration, Release, Service
Level, and IT Service Continuity Management
 The
The Service
Service Desk
Desk

Inputs to the Service Desk

Information
 The
The Service
Service Desk
Desk

Why a Service Desk?

Essentials

• The Service Desk is more than just a Help Desk

• The first and single point of contact

• High quality support to meet business goals

• Help identify costs of IT services

• Proactive support and communication of changes

• Increase user perception and satisfaction

• Identification of business opportunities

• Identification of Training Opportunities

 The
The Service
Service Desk
Desk

Responsibilities
Activities

• Receive and record all calls from users

• Provide first-line support (using knowledge resources)

• Refer to second-line support where necessary

• Monitoring and escalation of incidents

• Keep users informed on status and progress

• Provide interface between ITSM disciplines

• Produce measurements and metrics

 Incident
Incident Management
Management

Incident Management
Goals

To restore normal service operation as quickly as possible with

minimum disruption to the business, thus ensuring that the
best achievable levels of availability and service are
maintained

Incident definition
Any event which is not part of the standard operation of a
service and which causes, or may cause, an interruption to, or
a reduction in, the quality of that service

Work-around definition
A method of avoiding an Incident or Problem either by
employing a temporary fix or technique so the user is no
longer reliant on a Configuration Item (CI) that is known to
cause failure
 Incident
Incident Management
Management

The Incident Life Cycle – the monitoring and

tracking of Incidents
Activities

Including Impact and Urgency

selection

Yes

No

Note. This is not Problem Closure

 Incident
Incident Management
Management

Categorization
Activities

• Service affected (and possibly by association the affected SLA)

• User perception of failure in terms of the User’s inability to do something
– Batch job output has not been received
– I can’t print, connect to a server or access an application
• Category and details of CI thought to be at fault
• Category and details of CI eventually found to be at fault
• The fault in the CI, the quick fix and the action taken, etc.
 Incident
Incident Management
Management

Impact, Urgency & Priority

Definitions

Impact A measure of the business criticality of an

incident or problem (e.g. numbers affected,
magnitude)
Urgency A measure of the speed with which an
incident or problem requires resolution (i.e.
how much delay will the resolution bear)

Priority The order in which an incident or problem

needs to be resolved, based on impact and
urgency
 Incident
Incident Management
Management

Illustrative Example
Payroll Application: System run once per month to run payroll

Impact Urgency Priority

Failure of payroll server High: will effect all Low : Payroll not run for Low
(at the
employees 3 weeks
(first week in month) moment)
Failure in payroll server High: will effect all High : Fix needed before High
(last week of month) employees 06:00 tomorrow
morning

Bank Teller Application: System used by cashiers in bank to transact

on accounts
Impact Urgency Priority
One Branch teller Medium : one branch High : Queues beginning High
application performing out of 150 to form
poorly
Router Interface down Low : Cashiers and Med : Router needs to Med
customers not impacted be re-booted to restore
due to redundancy in network redundancy
network
 Incident
Incident Management
Management

Escalation
Definitions

Hierarchical escalation would typically include authorization, resources and/or cost

Hierarchical (authority)

Functional (competence)

Functional escalation might include specialist groups e.g. Unix Group

 Incident
Incident Management
Management

Functional Escalation
Activities

The use of support teams

is important in efficient
incident resolution.

• First line support deals

with the communication to
the user, resolution of
known incidents (e.g.
password resets)…

• …allowing the second and

subsequent levels to focus
on resolving assigned
incidents.

• Targets are often set for

improving the percentage
of incidents resolved at
first level.
 Problem
Problem Management
Management

Problem Management
Goals

To minimize the adverse effect on the business of Incidents

and Problems caused by errors in the infrastructure, and to
proactively prevent the occurrence of Incidents, Problems and
Errors.

Problem definition
Unknown cause of one or more incidents

Known Error definition

An Incident or Problem for which the root cause is
known and for which a temporary work around or
permanent alternative has been identified
 Problem
Problem Management
Management

Problem Flow
Information

Incidents

Service Desk

Problem

Known Error

Change Process
 Configueration
Configueration Management
Management

Configuration Management
Goals

 Enabling control of the infrastructure by monitoring and maintaining

information on:
Configuration Items (CI) needed to deliver services
CI status and history
CI relationships
Valuable CIs (monetary or service)
 Providing information on the IT infrastructure to all other processes and to
IT Management
 Configueration
Configueration Management
Management

Configuration Management
Definitions

• Configuration Item (CI) – a component of an IT infrastructure

which is (or is to be) under the control of Configuration
Management and therefore subject to formal change control
• Configuration Management Database (CMDB) – a database
which contains details of the attributes and history of each CI and
the relationships between CIs
• Baseline – a snapshot of the state of a CI and its components or
related CIs, frozen in time for a particular purpose, such as:
– The ability to return a service to a trusted state if a change goes
wrong
– A specification for copying the CI or for a roll-out
– The minimum CIs needed to maintain vital Business Functions
after a disaster
 Configueration
Configueration Management
Management

Major CI Types
Definitions

Documentation Data Files

Designs; Reports; What, Where,
Agreements; Contracts; Most Important Environment
Procedures; Plans; Process Accommodation; Light,
Descriptions; Minutes; Heat, Power; Utility
People Records; Events (Incident, Services (Electricity,
Users, Customers, Problems, Change Records); Gas, Water, Oil); Office
Who, Where, What Proposals; Quotations Equipment; Furniture;
Skills, Characteristics, Plant & Machinery
Experience, Roles

Services
Hardware Desktop Support, Software
Computers, Computer E-mail, Service Desk, Network Mgmt Systems;
components, Network Payroll, Finance, In-house applications; O/S;
components & cables Production Support Utilities (scheduling, B/R);
(LAN, WAN), Packages; Office systems;
Telephones, Switches Web Management
 Configueration
Configueration Management
Management

CI Relationships and Attributes

Activities

Desktop Device #1 Desktop Device #2

Cable #1 Cable #2 Ethernet

Cable #3

Disk #1 Printer #1
Power
Server
Disk #2
Relationships
Is connected to
System Software Is a copy of
Is part of

Printer #2
Attributes
Application B Owner, status,
Application A
location, serial #,
version, supplier , etc.
 Change
Change Management
Management

Change Management
Goals

Process of controlling changes to the infrastructure or any

other aspect of services, in a controlled manner, enabling
approved changes with minimum disruption.

 Change Management ensures that standardized methods and

procedures are used for the efficient and prompt handling of all
Changes, in order to minimize the adverse impact of any
Change‑related incidents upon service quality.
 Changes can arise as a result of Problems, Known Errors and their
resolution, but many Changes can come from proactively seeking
business benefits such as reducing costs or improving services
 Change
Change Management
Management

Change Management
Definitions

•Change – a deliberate action that alters the

form, fit or function of Configuration Item (CI)
such as an addition, modification, movement, or
deletion that impacts the IT infrastructure
•Request for Change (RFC) – a means of
proposing a change to any component of an IT
infrastructure or any aspect of an IT service
•Forward Schedule of Change (FSC) – a
schedule that contains details of all the changes
approved for implementation and their proposed
implementation date
 Change
Change Management
Management

Change Management
Definitions

• Standard Change – a Change that is recurrent, has

been proceduralized to follow a pre-defined, relatively
risk free path and where Change Management and
budgetary authority is effectively give in advance
• Service Request – a request, usually made through
a Service Desk, for a Standard Change
– Example: providing access to services for a new member
of staff or relocating a few PCs
 Release
Release Management
Management

Release Management
Goals

Release Management takes a holistic view of a Change to an

IT service and should ensure that all aspects of a Release, both
technical and non-technical, are considered together

Good resource planning and management are essential to package and distribute a Release successfully.
•
The focus of Release Management is the protection of the live environment and its services through the use of formal procedures and checks.
•
Service Support Process Model

Management Service Enquiries,

Tools & IT Users /
Infrastructure
Incidents
Desk Communications,
Workarounds,
Updates
Customers
Incident
Management
Changes
Problem Releases
Management
Services
Services
Reports, Change
Reports,
Management
Incidents,
Incidents,
Statistics,
Statistics, Problem
Problem Release
Audit
Audit Reports
Reports Statistics,
Statistics, Management
Trend
Trend Analysis,
Analysis,
Problem
Problem
Reports, Change
Change Configuration
Reports,
Schedule, Release Management
Problem
Problem Schedule, Release
Reviews,
Reviews, CAB
CAB Minutes,
Minutes, Schedule,
Schedule,
Diagnostic
Diagnostic Change
Change Release
Release
Aids,
Aids, Statistics,
Statistics, Statistics,
Statistics, CMDB
CMDB Reports,
Reports,
Audit
Audit Reports
Reports Change
Change Release
Release CMDB
CMDB Statistics,
Statistics,
Reviews,
Reviews, Reviews,
Reviews, Policy/Standards,
Policy/Standards,
Audit
Audit Reports
Reports Source
Source Library,
Library, Audit
Audit Reports
Reports
Testing
Testing
Standards,
Standards,
Audit
Audit Reports
Reports

Incidents Problems, Changes Releases CI Relationships

Known Errors

Configuration Management Database

• Service Support
– The Service Desk
– Incident Management
– Problem Management
– Configuration Management
– Release Management
– Change Management

• Service Delivery
– Service Level Management
– Availability Management
– IT Service Continuity
Management
– Capacity Management
– Financial Management for IT
Services
 Service
Service Level
Level Management
Management

Service Level Management

Goals

To maintain and gradually improve business aligned IT service

quality, through a constant cycle of defining, agreeing,
monitoring, reporting and IT service achievements and through
instigating actions to eradicate unacceptable levels of service

Service Level Management manages and improves the

agreed level of service between two parties

• The provider who may be an internal service

department or the external organisation that
provides an outsourced service

• The receiver of the servers i.e. the customer who

pays the bill.
 Availabtily
Availabtily Management
Management

Availability Management
Goals

To optimise the capability of the IT infrastructure and

supporting organisations to deliver a cost effective and
sustained level of availability that enables the business to
satisfy its objectives
 IT
IT Service
Service Coninuity
Coninuity Management
Management

IT Service Continuity Management

Goals

To support the overall Business Continuity Management

process by ensuring that the required IT technical services and
facilities can be recovered within required and agreed business
time-scales

Note. IT Service Continuity Management used to be known as Disaster Recovery in the old ITIL books
 Capacity
Capacity Management
Management

Capacity Management
Goals

To
To understand
understand the the future
future business
business requirements
requirements (the(the required
required
service
service delivery),
delivery), the
the organization's
organization's operations
operations (the
(the current
current
delivery),
delivery), and
and ensure
ensure that
that all
all current
current and
and future
future capacity
capacity and
and
aspects
aspects ofof the
the business
business requirements
requirements areare provided
provided cost
cost
effectively
effectively
 Financial
Financial Management
Management For
For IT
IT Services
Services

Financial Management
Goals

To
To provide
provide cost-effective
cost-effective stewardship
stewardship of
of the
the IT
IT assets
assets and
and
financial
financial resources
resources used
used in
in Services
Services

Note. Financial Management of IT Services used to be known as Cost Recovery in the old ITIL books
Participants in IT Service Management

Sr. IT Sr. Service

Service
Strategic Mgt Mgt Delivery
Delivery

Tactical Service Level Customers Service

Service
Management Support
Support

Operational Service Desk Users

IT The Business
 DISPATCH Emergency TESTS and
AMBULANCE Room ANALYSIS

Management
Root Cause

Problem
Service Level Mgmt

Financial Mgmt
Specialist
DIAL 911 Consult
DIAGNOSIS
Problem Control Error Control

Incident
Management
Request for
Heart Operation/Procedure
Capacity Management
Availability Management Attack!!!
Service Continuity Management
Operations
& Scheduling
Surgical Team
Patient Lifecycle Medical Filter
File Develop
Strategy

Impact Analysis
Medical Procedure Library Perform
Operation
/Procedure Prioritize
Medical Tools

Configuration Management Release Management Change Management

ITIL is more than a library of books

Training Qualifications:
•Fundamentals Certification at each
•Practitioner level
•Service Manager

Information Technology Infrastructure Library

Consultancy:
Tools: ITIL
Provision of IT
“compliance” is
consulting services to
driving tools
clients based on a de
manufacturers
facto standard
itSMF: User groups
providing seminars,
conferences, and
workshops
Consistent and predictable results, process
improvement and cost saving top the list of
benefits from implementing defined IT Process
methods
*

* Source: Forrester Research – Stabilizing IT with Process Methodologies – May, 2005

CobiT

• What Is It?
• How Does It Relate To ITIL?
COBIT and ITIL–Process Perspective

Strategic

Process Control
XY

##
XY

##
COBIT XY

##
XY

##
XY

##

Process Execution
ITIL

Work Instruction
• Work instruction • Work instruction • Work instruction • Work instruction • Work instruction
•2 •2 •2 •2 •2
•3 •3 •3 •3 •3
• 4,5,6…. • 4,5,6…. • 4,5,6…. • 4,5,6…. • 4,5,6….
CobiT

WHAT COBIT
Control

HOW ITIL
Activities
Gartner Advisory on COBIT and ITIL

COBIT
WHAT
Control
ITIL
Activities HOW
 Acquire and
Acquire and Implement
Implement
(AIProcess
(AI ProcessDomain)
Domain)

Plan and
Plan and
Organise
Organise
(POProcess
(PO ProcessDomain)
Domain)

Monitor and
Monitor and
Deliver and
Deliver and Support
Support
Evaluate
Evaluate (DSProcess
(DS ProcessDomain)
Domain)
(MProcess
(M ProcessDomain)
Domain)
 Planand
andOrganise
Organise Acquireand
Acquire andImplement
Implement
Plan
Define Define Determine Acquire and Acquire and Develop and
Define Define Determine Identify Acquire and Install and Acquire and Develop and
Strategic Information Technological Identify Maintain Install and Manage Maintain Maintain
Strategic Information Technological Automated Maintain Accredit Manage Maintain Maintain
IT Plan Architecture Direction Automated Application Accredit Change Technology IT
IT Plan Architecture Direction Solutions Application Systems Change Technology IT
Solutions Software Systems Infrastructure Procedures
Software Infrastructure Procedures

Define IT
Define IT Communicate
Organisation Manage IT Communicate
Organisation Manage IT Aims and
and Investment Aims and
and Investment Direction
Relationships Direction
Relationships ITIL
ITIL
Manage
Manage
Ensure
Ensure
Compliance Assess
ServiceSupport
Service Support ServiceDelivery
Service Delivery
Human Compliance Assess Service
Human with External Risks Service Incident Problem Service Availability Capacity
Resource with External Risks Service Incident Problem Level Availability Capacity
Resource Standards Desk Management Management Level Management Management
Standards Desk Management Management Management Management Management
Management

Change Release Configuration Financial Continuity

Manage Manage Change Release Configuration Financial Continuity
Manage Manage Management Management Management Management Management
Projects Quality Management Management Management Management Management
Projects Quality

Monitorand
Monitor andEvaluate
Evaluate Deliverand
andSupport
Support
Assess
Deliver
Monitor Assess
Monitor Internal Define and
the Internal Define and Manage Manage Ensure Ensure Identify
the Control Manage Manage Manage Ensure Ensure Identify Manage
Process Control Manage Third-party Performance Continuous System and Allocate Manage
Process Adequacy Service Third-party Performance Continuous System and Allocate Operations
Adequacy Service Services and Capacity Service Security Costs Operations
Levels Services and Capacity Service Security Costs
Levels

Assist and
Obtain Provide Educate Assist and Manage
Obtain Provide Educate Advise Manage Manage Manage Manage
Independent Independent and Advise Manage Problems and Manage Manage
Independent Independent and IT Configuration Problems and Data Facilities
Assurance Audit Train Users IT Configuration Incidents Data Facilities
Assurance Audit Train Users Customers Incidents
Customers
 Planand
andOrganise
Organise Acquireand
Acquire andImplement
Implement
Plan
Define Define Determine Acquire and Acquire and Develop and
Define Define Determine Identify Acquire and Install and Acquire and Develop and
Strategic Information Technological Identify Maintain Install and Manage Maintain Maintain
Strategic Information Technological Automated Maintain Accredit Manage Maintain Maintain
IT Plan Architecture Direction Automated Application Accredit Change Technology IT
IT Plan Architecture Direction Solutions Application Systems Change Technology IT
Solutions Software Systems Infrastructure Procedures
Software Infrastructure Procedures

Define IT
Define IT Communicate
Organisation Manage IT Communicate
Organisation Manage IT Aims and
and Investment Aims and
and Investment Direction
Relationships Direction
Relationships ITIL
ITIL
Manage
Manage
Ensure
Ensure
Compliance Assess
ServiceSupport
Service Support ServiceDelivery
Service Delivery
Human Compliance Assess Service
Human with External Risks Service Incident Problem Service Availability Capacity
Resource with External Risks Service Incident Problem Level Availability Capacity
Resource Standards Desk Management Management Level Management Management
Standards Desk Management Management Management Management Management
Management

Change Release Configuration Financial Continuity

Manage Manage Change Release Configuration Financial Continuity
Manage Manage Management Management Management Management Management
Projects Quality Management Management Management Management Management
Projects Quality

Monitorand
Monitor andEvaluate
Evaluate Deliverand
andSupport
Support
Assess
Deliver
Monitor Assess
Monitor Internal Define and
the Internal Define and Manage Manage Ensure Ensure Identify
the Control Manage Manage Manage Ensure Ensure Identify Manage
Process Control Manage Third-party Performance Continuous System and Allocate Manage
Process Adequacy Service Third-party Performance Continuous System and Allocate Operations
Adequacy Service Services and Capacity Service Security Costs Operations
Levels Services and Capacity Service Security Costs
Levels

Assist and
Obtain Provide Educate Assist and Manage
Obtain Provide Educate Advise Manage Manage Manage Manage
Independent Independent and Advise Manage Problems and Manage Manage
Independent Independent and IT Configuration Problems and Data Facilities
Assurance Audit Train Users IT Configuration Incidents Data Facilities
Assurance Audit Train Users Customers Incidents
Customers
 Planand
andOrganise
Organise Acquireand
Acquire andImplement
Implement
Plan
Define Define Determine Acquire and Acquire and Develop and
Define Define Determine Identify Acquire and Install and Acquire and Develop and
Strategic Information Technological Identify Maintain Install and Manage Maintain Maintain
Strategic Information Technological Automated Maintain Accredit Manage Maintain Maintain
IT Plan Architecture Direction Automated Application Accredit Change Technology IT
IT Plan Architecture Direction Solutions Application Systems Change Technology IT
Solutions Software Systems Infrastructure Procedures
Software Infrastructure Procedures

Define IT
Define IT Communicate
Organisation Manage IT Communicate
Organisation Manage IT Aims and
and Investment Aims and
and Investment Direction
Relationships Direction
Relationships ITIL
ITIL
Manage
Manage
Ensure
Ensure
Compliance Assess
ServiceSupport
Service Support ServiceDelivery
Service Delivery
Human Compliance Assess Service
Human with External Risks Service Incident Problem Service Availability Capacity
Resource with External Risks Service Incident Problem Level Availability Capacity
Resource Standards Desk Management Management Level Management Management
Standards Desk Management Management Management Management Management
Management

Change Release Configuration Financial Continuity

Manage Manage Change Release Configuration Financial Continuity
Manage Manage Management Management Management Management Management
Projects Quality Management Management Management Management Management
Projects Quality

Monitorand
Monitor andEvaluate
Evaluate Deliverand
andSupport
Support
Assess
Deliver
Monitor Assess
Monitor Internal Define and
the Internal Define and Manage Manage Ensure Ensure Identify
the Control Manage Manage Manage Ensure Ensure Identify Manage
Process Control Manage Third-party Performance Continuous System and Allocate Manage
Process Adequacy Service Third-party Performance Continuous System and Allocate Operations
Adequacy Service Services and Capacity Service Security Costs Operations
Levels Services and Capacity Service Security Costs
Levels

Assist and
Obtain Provide Educate Assist and Manage
Obtain Provide Educate Advise Manage Manage Manage Manage
Independent Independent and Advise Manage Problems and Manage Manage
Independent Independent and IT Configuration Problems and Data Facilities
Assurance Audit Train Users IT Configuration Incidents Data Facilities
Assurance Audit Train Users Customers Incidents
Customers
 Planand
andOrganise
Organise Acquireand
Acquire andImplement
Implement
Plan
Define Define Determine Acquire and Acquire and Develop and
Define Define Determine Identify Acquire and Install and Acquire and Develop and
Strategic Information Technological Identify Maintain Install and Manage Maintain Maintain
Strategic Information Technological Automated Maintain Accredit Manage Maintain Maintain
IT Plan Architecture Direction Automated Application Accredit Change Technology IT
IT Plan Architecture Direction Solutions Application Systems Change Technology IT
Solutions Software Systems Infrastructure Procedures
Software Infrastructure Procedures

Define IT
Define IT Communicate
Organisation Manage IT Communicate
Organisation Manage IT Aims and
and Investment Aims and
and Investment Direction
Relationships Direction
Relationships ITIL
ITIL
Manage
Manage
Ensure
Ensure
Compliance Assess
ServiceSupport
Service Support ServiceDelivery
Service Delivery
Human Compliance Assess Service
Human with External Risks Service Incident Problem Service Availability Capacity
Resource with External Risks Service Incident Problem Level Availability Capacity
Resource Standards Desk Management Management Level Management Management
Standards Desk Management Management Management Management Management
Management

Change Release Configuration Financial Continuity

Manage Manage Change Release Configuration Financial Continuity
Manage Manage Management Management Management Management Management
Projects Quality Management Management Management Management Management
Projects Quality

Monitorand
Monitor andEvaluate
Evaluate Deliverand
andSupport
Support
Assess
Deliver
Monitor Assess
Monitor Internal Define and
the Internal Define and Manage Manage Ensure Ensure Identify
the Control Manage Manage Manage Ensure Ensure Identify Manage
Process Control Manage Third-party Performance Continuous System and Allocate Manage
Process Adequacy Service Third-party Performance Continuous System and Allocate Operations
Adequacy Service Services and Capacity Service Security Costs Operations
Levels Services and Capacity Service Security Costs
Levels

Assist and
Obtain Provide Educate Assist and Manage
Obtain Provide Educate Advise Manage Manage Manage Manage
Independent Independent and Advise Manage Problems and Manage Manage
Independent Independent and IT Configuration Problems and Data Facilities
Assurance Audit Train Users IT Configuration Incidents Data Facilities
Assurance Audit Train Users Customers Incidents
Customers
ISO 20000

•What Is It?
•How Does It Relate To ITIL?
ISO 20000: Basic Concepts

• Quality standard for IT Service Management

Formal specification defined requirements for an organization
to deliver managed services to acceptable quality to customers

• BS 15000 fast-tracked to become IS0 20000

• ITIL forms the basis of the standard
• Standard = a list of criteria that needs to be met

The standard versus the framework

• Standard = audit & certify against. Makes ITIL alive
• Framework = best practice that the standard is based on
ISO 20000

Capacity SERVICE DELIVERY Information

Management Security
Service Level Management Management
Service Reporting
Availability and Budgeting and
The Business
Service ICTAccounting for
Perspective
Continuity CONTROL Infrastructure
IT Services
Management
Configuration Management
RELEASE Change Management RELATIONSHIP

Business Relationship
Release RESOLUTION Management
Management Incident Management
Supplier Relationship
Problem Management
Management

Source: itSMF International

Example: Change Management
Specifications: Objective + Requirements

Objective:
To ensure all changes are assessed, approved, implemented and
reviewed in a controlled manner

Requirement examples:
• All requests for change shall be recorded and classified, e.g.
urgent, emergency, major, minor
• Requests for changes shall be assessed for their risk, impact
and business benefit
• All changes shall be reviewed for success and any actions
taken after implementation
Example: Change Management
Code of Practice: Objective + Detailed Best Practices

Objective (Sub-process: 8.2.2): Closing and reviewing the

change request

Detailed Best Practice:

• All changes should be reviewed for success or failure after
implementation and any improvements recorded
• A post-implementation review should be undertaken for major
changes to check that:
– a) the change met its objectives;
– b) the customers are happy with the results;
– c) there have been no unexpected side effects
• Any nonconformity should be recorded and actioned
• Any weaknesses or deficiencies identified in a review of the
change control process should be fed in to service
improvement plans
 …Future
ITIL to this:– from
ITIL this….
V.3
Planning to Implement Service Management

Service Service Service Service Continuous

Strategy Design
Service
Transition
Operation Service
Support

The Technology
Improvmt
The Business

ICT
The Business LIFECYCLESecurity
PERSPECTIVE Infrastructure
Perspective Management Management

Service
Pocket Guides Case Studies
Delivery
ITIL Practice Working Templates
Applications Management
Governance Methods Certification-based Study Aids

Software Asset
Executive Introduction to ITManagement
Service Management
 Various non-proprietary frameworks and methods exist to help
IT organizations become more process centric and improve the
quality of the services delivered

ITIL CMM CobiT Six Sigma ISO 2000

The IT Infrastructure The Capability Maturity Control OBjectives A data driven quality A standard concerned
What is it? Library is a Model is a method for Information and management program primarily with the
customizable of evaluating and related Technology to control variations quality of IT Service
framework measuring the is a framework for and thereby achieve Management. It
of best practises that maturity of the information security high levels of quality. provides the basis to
promote quality IT software development and provides generally fulfill customer
service, build on a process. Recent accepted requirements,
process-model view revisions (CMMI) IT control objectives regulatory
of controlling and provide guidance for to assist in developing requirements, enhance
managing operations. improving organization appropriate IT customer satisfaction,
ITIL was originally process and manage governance and and pursue continual
developed by the UK the development, control improvement
government and has acquisition and
since matured into maintenance of
an internationally products and service
recognized standard.

IT Operations – IT Development Governance and Process Improvement Processes Consistency

Focus Service Management Control

Yes Yes Yes No Yes

IT Specific

Define and implement Determine extent of Provide process Improve processes Certify processes are
How it fits processes process maturity controls being followed
Frameworks and Methodologies

ISO20000
CobiT
SIX SIGMA
CMMi
Governance
Busines
ITIL s
Process
Models
In summary:

ITIL is:

• The international de-facto Best Practice for IT Service

Management
• Process Approach to improving Quality, Efficiency and
Effectiveness
• Service focused IT management, viewed from the
perspective of IT customers and users
• Evolving, vendor-neutral, non-proprietary framework
• CobiT complementary, Certifiable through ISO20000
• DEFINED COMMON SENSE