ITIL Foundation V3
Que NO es ITIL ?
Conjunto de procedimientos exactos y estrictos a ejecutar.
Una herramienta de Software.
Un componente de software.
Solucin Mgica out-of-the-shelf o una tecnologa.
Un conjunto de teoras e ideas abstractas.
Un estndar certificable o de compatibilidad.
Un mandamiento que nos obliga a implementar TODO lo que dice.
Un reemplazo para cosas que hoy funcionan bien.
Entonces... Que es ITIL ?
ITIL (Intormation Technology Infrastructure Library) significa Biblioteca
de Infraestructura de Tecnologa de Informacin.
Es un compendio de recomendaciones exitosas recopiladas de la
experiencia real de empresas y organizaciones que se valen de IT para
ejecutar tareas en apoyo a su negocio.
No es certificable en si misma. Es una gua de Mejores Practicas y
simplemente se Adhiere a ellas.
Permite, a quien adhiere, allanar el camino hacia una certificacin real:
ISO/IEC20000, ISO/IEC27000, ISO9001, etc.
Fija Criterios Comunes para Proveer, Medir y Controlar
Identifica Procesos
Ayuda a definir las mtricas
Ayuda a logra resultados repetibles.
En suma: Evidencia la relacin entre Tecnologa y Negocio
Evolucin de ITIL
ITIL v3 (2007)
Socio Estratgico del Negocio
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Madurez del departamento de IT
ITIL v2 (2001)
Proveedor de Servicio
ITIL v1 (1986)
Proveedor de Tecnologa
Evolucin de ITIL (Cont.)
ITIL v1 (1986) : Infrastructure Management
Rol de la Funcin de IT: Proveedor de Tecnologa
Foco: Estabilidad y Control de la Infraestructura.
La Auto-Visin de IT:
Son tcnicos expertos.
Se preocupa por minimizar las disrupciones
Se fondea por comparacin inversin externa
Es un conjunto de libros inconexos, de all la denominacin Library, que
derivan del GITIM (Government Information Technology Infrastructure Management)
Carece de estructura funcional.
Comienza a aplicarse en 1990 en algunas corporaciones.
Estructura de ITIL v1
No posee una estructura rectora, es un conjunto de disciplinas
aisladas. De all recibe el nombre de Librera.
Creada en 1986 y organizada en aprox. 40 Libros
30 Enfocado en disciplinas tecnolgicas + 10 en Servicios
Evolucin de ITIL (Cont.)
ITIL v2 (2001): IT Service Management
Rol de la Funcin de IT: Proveedor de Servicio
Foco: Calidad y Eficiencia de los procesos de IT
La Auto-Visin de IT:
Es un proveedor de servicio.
Es separable del negocio.
Se financia a expensas de demostrar control.
Es un conjunto de 7 libros (16 disciplinas) que derivan de 10 que
existan en ITIL v1 orientados a servicios.
Posee una estructura funcional, pero tiene gaps entre servicios.
Es el modelo base para la creacin de la norma ISO/IEC20000.
Estructura de ITIL v2
Business Perspective
Service Support
Service Delivery
Security Management
Application Management &
Software Asset
Management.
ICT (Information &
Communication Technology)
Infrastructure Management
Planning to Implement IT
Service Management
+1: ITIL - Small-scale Implementation
Creada en 2001 y organizada en 7 Libros + 1.
Foco en los Procesos en si, y no en el ciclo de vida
ITIL v2
Change Management
Release Management
Problem Management
Incident Management
Configuration Management
Service Desk
IT Financial Management
IT Continuity Management
Capacity Management
Availability Management
Service Level Management
(Ciclo de Vida)
Requirements
Design
Build
Deploy
Operate
Optimize
Design & Planning
Deployment
Operations
Technical Support
(Garantiza alineacin de IT con el
negocio.)
Gestiona RRHH y habilidades.
Procesos de Servicio eficientes y
efectivos.
Herramientas y tecnologa apropiada.
License Compliance.
Usage & Inventory.
Installation, Deploy &
Configuration Policies.
Proceso de
implementacin de
los requerimientos
de seguridad
identificados en los
SLA
Contribucin a los objetivos del negocio.
Desarrollo de servicios de IT alineados.
Ayudar al negocio a explotar los recursos de IT
Ayudar a crear una cultura integrada.
Facilitar el cambio y la innovacin.
IT governance
Business continuity
IT asset management
knowledge management
Evolucin de ITIL (Cont.)
ITIL v3 (2007): Service Management & Lifecycle
Rol de la Funcin de IT: Socio Estratgico del Negocio
Foco: Alineacin e Integracin de IT con el Negocio
La Auto-Visin de IT:
Gestin de servicios para el Negocio y la Tecnologa.
Ofrecer Operacin automatizada e integrada
Agente de mejora continua.
Es un conjunto de 5 libros que derivan mayormente de los 2 que
existan en ITIL v2 orientados a servicios.
Posee una estructura funcional orientada a servicios que necesita el
negocio: Desde que se hacen necesarios hasta que se tornan obsoletos.
Estructura de ITIL v3
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service
Improvement
Creada en 2007 y organizada en 5 Libros Core.
Foco en el ciclo de vida de los servicios al Negocio
Service
Design
Service
ITIL
Service
Strategy
Service
Operation
Service
Design
Continual Service
Improvement
Service
Transition
Diccionario ITIL (ITIL Espaol y Espaol ITIL)
Service Management (Gestin de Servicio): Gestin de los servicio
para alcanzar requerimientos del negocio.
(Es gente, Managers !! No es un aplicativo ni el servicio en si mismo!!!! )
Service Provider (Proveedor de Servicios): La Organizacin que desea
alcanzar la ISO/IEC 20000.
(Son USTEDES!. Se refiere a quien presta el servicio)
Document (Documento): Informacin + Soporte.
(No demuestra nada, eventualmente demuestra intencionalidad como
por ejemplo una poltica)
Record (Registro): Documento indicando resultados o proveyendo
evidencia de actividad.
(Esto es lo que busca el certificador y el auditor)
Diccionario ITIL (ITIL Espaol y Espaol ITIL)
Configuration Item CI: (tem de configuracin) Componente de la
infraestructura o un tem que est o estar bajo el control del proceso de
Configuration Management.
(Puede ser un programa, un sistema completo, una placa, etc. Es
recursivo: un CI puede estar compuesto por CIs. Un CI es un componente
de un servicio o un servicio en si mismo)
Configuration Management Database CMDB: (Base de Datos de
Gestin de Configuracin), base de datos que contiene la configuracin de
cada CI, y los detalles de su relacin con otros CI(s)
(Es el repositorio que refleja al CONJUNTO DE SERVICIOS en su
totalidad: La partes + las relaciones entre ellas)
Availability (Disponibilidad): Habilidad de un componente o servicio de
realizar la funcin requerida, en el instante requerido y durante el perodo
requerido.
(Relacin de perodos en que el servicio esta realmente disponible y el
solicitado por el cliente todo lo dems es auto-complacencia)
Diccionario ITIL (ITIL Espaol y Espaol ITIL)
Incident: (Incidente) Todo evento que no forma parte de la operacin
normal de un servicio y que causa o puede causar la interrupcin o
degradacin de la calidad de dicho servicio.
Problem: (Problema) Es la causa desconocida de uno o ms Incidentes
Known Error: (Error Conocido) Incidente o Problema del cual se conoce
su causa y para el cual se ha identificado una solucin transitoria o
permanente. Se soluciona en forma estructural mediante una RFC
(Solicitud de Cambio)
Non-proprietary practice.
Independent
(of systems and/or platforms)
Scalable
Applicable worldwide
Applicable in companies,
institutions, government
Flexible (also applicable outside IT)
Applicable
Procedures are ISO compliant
Reduce Costs
Improved Quality
Aligned to Standards
Qualification
Seamless Sourcing Partnerships
Lifecycle approach
Focus on Value of services
Best Practices
Improved use of IT
investments
Integration of business and IT
value
Portfolio driven service assets
Clear demonstration of ROI
and ROV
Agile adaptation and flexible
service models
Performance and measures
that are business value based
IT Service Assets linked to
business services
Benefits of Adopting ITIL v3
SS SD ST SO CSI
BUSINESS
OPERATIONS
SERVICE
PLANNING
SUPPLIER RELATIONSHIP MANAGEMENT
CUSTOMER RELATIONSHIP MANAGEMENT
SERVICE
DEVELOPMENT
SERVICE
DELIVERY
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Run the Service Change the Service
How ITIL v3 aligns to a typical IT Operating Model?
CIOs
IT Managers
Consultants
Practitioners
Vendors
Business eco systems
From value chains to value nets
Linking to external practices and standards
Adaptive processes for customers, services
and strategies
Managing uncertainty and complexity
Increasing the economic life of services
Selecting, adapting and tuning the best IT
service strategies
Service Strategies Covers
Practical decision making
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
Policies, architecture, portfolios, service
models
Effective technology, process and
measurement design
Outsource, shared services, co-source
models? How to decide & how to do it
The service package of utility, warranty,
capability, metrics tree
Triggers for re-design
Service Design
A Pragmatic service blueprint
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
Newly designed change, release &
configuration processes
Risk and quality assurance of design
Managing organization & cultural change
during transition
Service management knowledge system
Integrating projects into transition
Creating & selecting transition models
Service Transition
Managing change, risk & QA
Service Operation
Having Responsive, stable services
Robust end-to-end operations practices
Redesigned, incident and problem
processes
New functions and processes
Event, technology and request
management
Supporting strategy, design, transition
and improvement
SOA, virtualization, adaptive, agile
service operation models
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
IT Managers
Consultants
Practitioners
Outsourcers
Vendors
Continual Service Improvement
- Measures & improvements that work
The business case for ROI
Getting past just talking about it
Overall health of ITSM
Portfolio alignment in real-time with
business needs
Growth and maturity of SM practice
How to measure, interpret and execute
results
ITIL Service Management Practice is a framework that has been developed to guide IT
Managers through the challenges of managing their IT infrastructure.
The starting point for IT Service Management (ITSM) and the ITIL Service Management
Practices F framework is not technology it is the organizational objectives.
Service Lifecycle
Service Management is a set of specialized organizational
capabilities for providing values to customers in the form of
services.
A service is a means of delivering value to the customers by
facilitating outcomes customers want to achieve without the
ownership of specific costs and risks.
Service owner is responsible to the customer for initiation,
transition and ongoing maintainence and support of a particular
service.
Process is a set of coordinated activities combining and
implementing resources and capabilities in order to produce an
outcome, which, directly or indirectly, creates value for an external
customer or stakeholder, to accomplish a specific objective. A
process takes defined inputs and turns them into defined outputs. A
process may include roles, responsibilities, tools and management
controls required to deliver the outputs
Process owner is a person responsible for ensuring that all
activities defined within the process are undertaken and performed
successfully.
Service Lifecycle cont.
Processes
IT Service Management helps the IT organization to manage the service
delivery by organising the IT activities into end-to-end processes.
A process is a series of activities carried out to convert an input into an
output.
Function is a team or group of people and the tools they use to
carry out one or more processes or activities. The team must
have capabilities and resources necessary to achieve the
required outcomes of their work.
Capability is the ability of an organization, person, process,
application, configuration item, or IT service to carry out an
activity.
Resource includes IT infrastructure, people, money or anything
else that might help deliver an IT service.
Role is a set of responsibilities activities and authorities granted
to a person or team
Service Lifecycle cont.
ITIL framework is structured around the various Service Lifecycles, a summary of each of the
processes and function in each book of the ITIL Framework.
ITIL V3 Service Lifecycle
Service Strategy & Service Design
Service Strategy
Financial Management
Service Portfolio Management
Demand Management
Service Design
Service Level Management
Supplier Management
Service Catalog Management
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Service Transition & Service Operation
Service Transition
Knowledge Management
Service Asset & Configuration Management
Change Management
Release and Deployment Management
Service Operation
Service Desk Function
Technical Management Function
IT Operation Management Function
Application Management Function
Event Management
Incident Management
Problem Management
Request Fullfillment
Access Management
Service Transition & Service Operation
Service Transition
Knowledge Management
Service Asset & Configuration Management
Change Management
Release and Deployment Management
Service Operation
Service Desk Function
Technical Management Function
IT Operation Management Function
Application Management Function
Event Management
Incident Management
Problem Management
Request Fullfillment
Access Management
Plan, Do, Check, Act.
Success for ITIL in Major Organisations
Establish a sense of urgency
Create the guiding coalition
Develop a Vision and Strategy
Communicate the Change Vision
Empower employees for broad-based action
Generate short-term wins
Consolidate gains and produce more change
Anchor new approaches in the culture
DOs:
Perform a feasibility study first
Use what is already good in the organization
Take it slowly and concentrate on small steps and quick wins
Appoint a strong project manager with end-to-end focus to drive this
implementation program
Keep in mind that you are dealing with personal issues
Keep communicating WHY your organization needs this
Measure your successes continuous
Enjoy the milestones and share them with the IT group
DONT:
Try to mature all the processes at the same time
Start with a tool
Start without management commitment and/or budget
ITILISE your organization its a philosophy, not an executable
application
Rush; take your time to do it well
Go on without a reason
Ignore the positive activities already in place
IT Infrastructure Library (ITIL)
ITIL - IT Infrastructure Library
OGC - Office of Government Commerce
http://www.ogc.gov.uk/ogc/isite.nsf/default.html
ITSMF - IT Service Management Forum
http://www.itsmf.org
APMG - Own the rights for accreditation & certification of ITIL
courses.
EXIN - European Examination Institute for Information Science
http://www.exin-exams.com
ISEB - The Information Systems Examination Board
http://www.bcs.org.uk/iseb/ism2.htm
Testing at Prometric
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ITIL Foundation
ITIL Practitioner
ITIL Service Manager
Practitioner Certificate in IT Service Management
Managers Certificate in IT Service Management
Foundation Certificate in IT Service Management
and/or
ITIL V3 - Certification Pathway
Exam Specifics
The ITIL V3 Foundation exam is:
Multiple-choice
60 minutes in length
40 questions
Pass mark is 26/40 or 65%
Closed book
Only 1 answer out of 4 possible answers is correct
Note:
Accredited Foundation training is strongly recommended
but not a prerequisite.
