Your browser does not support inline frames or is currently configured not to display inline frames. Introducing ITIL. Key benefits of ITIL. Which processes are covered by each course? How many contact hours are spent on each process by each course?
Key benefits of Prince2. Incident Workflow. Youtube videos. Incident Discovery. Process Workflow Scenarios more free downloads. Service Desk. This should be combined. During its research, the CCTA found that the requirements of the various businesses and organizations were mostly similar, independent of their size or industry sector. The recommendations compiled by the CCTA are thus valid for organizations of all types and sizes.
Two of these publications service support and service delivery were widely circulated and used. These publications were updated in , taking into account feedback from the user and training community "ITIL ".
ITIL 4 embraces the latest trends in technologies and service management, and provides a flexible basis to support organizations as they undergo digital transformation and integrate digital technology into all areas of their business. This gives service providers more freedom to design tailor- made processes that work for the organization. Obviously this was very different to the current ITIL, but conceptually very similar, focusing around service support and delivery.
Large companies and government agencies in Europe adopted the framework very quickly in the early s. ITIL was spreading far and, and was used in both government and non-. In , version 2 of ITIL was released.
The Service Support and Service Delivery books were redeveloped into more concise usable volumes. Over the following few years it became, by far, the most widely used IT service management best practice approach in the world. In version 3 if ITIL was published. This adopted more of a lifecycle approach to service management, with greater emphasis on IT business integration.
This gives service providers more freedom to design tailor-made processes that work for the organization. Goal of ITIL If there will be a change in one of the services or multiple changes in many of the services, these changes have to be done in a controlled manner.
Otherwise, if the impact of a change cannot be determined properly before making the change, there can be both financial and soft losses to the company. Therefore, each change in an organization is done under control of the ITIL change management to clearly see the impact of change and which parts of the organization will be affected. The outcome of the change should be assessed and planned during the ITIL change management process before implementing a change.
This figure depicts the scope of the ITIL change management. And on the supplier side, supplier business, external services, and external operations are managed during the ITIL change management.
In order to provide valuable service delivery to the customers of a business, all these aspects must be coordinated and a change on one side must be assessed and impacts should be planned and proper actions must be prepared for a change. These are all done under the ITIL change management [8]. ITIL's framework helps improve IT operations no matter where the organization is in the service management life cycle, and it helps businesses by reducing costs while also improving IT services.
What's more, a lot of organizations and professionals view ITIL as a sort of common language or model, which makes its related skills more transferable between organizations [9]. ITIL guidance supports organizations and individuals to gain optimal value from IT and digital services. It equips a service provider with a clear capability model, aligning them to the business strategy and customer needs. Organisations who implement ITIL should also see an improved use of skills and experience within their staff and a transparent approach towards IT costs and assets.
However, from a recent discussion on Linkedin the main problem with ITIL, is that it seems to be only as successful as the people who implement it. If they have a good understanding of the framework, then ITIL will achieve all the results desired. If on the other. Therefore to make ITIL work in your organisation, you need to truly get to grips and understand the framework. Take a look at this handbook below, which will help you appreciate and apply the framework, shown in a detailed yet simple six-step process [13].
ITIL Framework In this epoch of technology, businesses, organizations, and industries depend on Information Technology to a limited degree or completely.
There are millions of companies globally assisting other organizations using their IT resources. It allows IT infrastructure to be used by organizations in business change, transformation, and strategic assets.
It is a structure for managing technical processes that focuses on efficient but successful enhancements and upgrades. The paradigm framework has shown by a circular chart of stripes arrow forms. The circular round shape represents a continuous improvement in the overall template. The linking nodes relate to each segment sub-process.
This model assists organizations and presents the value of business improvement by utilization of IT facilities. Information Technology Infrastructure Library structure includes five prominent stages as a part of the service process. Every set includes a group of procedures or functions consistent with the form of the IT organization.
Any of these procedures that are acceptable for their teams are implemented by businesses. Thus, in terms of adoption, ITIL is versatile. The 5 stages of the ITIL v3 service lifecycle framework are mentioned below, we will learn more them at 4. Service Support Means of delivering value to customers by facilitating outcomes the customers want to achieve without the ownership of specific costs or risks.
Service Transition [14] 4. Once the strategy has been defined, Strategy Management for IT Services is also responsible for ensuring the implementation of the strategy. Service Portfolio Management ensures that the service provider has the right mix of services to meet required business outcomes at an appropriate level of investment.
Demand Management works with Capacity Management to ensure that the service provider has sufficient capacity to meet the required demand. Business Relationship Management identifies the needs of existing and potential customers and ensures that appropriate services are developed to meet those needs.
Design coordination ensures the consistent and effective design of new or changed IT services, service management information systems, architectures, technology, processes, information and metrics. This includes analyzing the value of assets to the business, identifying threats to those assets, and evaluating how vulnerable each asset is to those threats.
Availability Management is responsible for ensuring that all IT infrastructure, processes, tools, roles etc. ITSCM ensures that the IT service provider can always provide minimum agreed Service Levels, by reducing the risk from disaster events to an acceptable level and planning for the recovery of IT services.
Information Security Management usually forms part of an organizational approach to security management which has a wider scope than the IT Service Provider. The primary objective of Change Management is to enable beneficial Changes to be made, with minimum disruption to IT services.
Process Objective: To plan and coordinate the resources to deploy a major Release within the predicted cost, time and quality estimates. This process includes the development and maintenance of custom applications as well as the customization of products from software vendors.
The primary goal of Release Management is to ensure that the integrity of the live environment is protected and that the correct components are released. The primary purpose of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.
Process Objective: To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible. The Access Management processes essentially execute policies defined in Information Security Management. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.
The process IT Operations Control executes day-to-day routine tasks related to the operation of infrastructure components and applications. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring. The aim of this process is to improve service quality where necessary, and to identify more economical ways of providing a service where possible. This includes identifying areas where the targeted process metrics are not reached, and holding regular benchmarkings, audits, maturity assessments and reviews.
The service calculates the maturity of each process or function from answers to the questions within these questionnaires. Initial 2. Repeatable 3. Defined 4. Managed 5. A process or function that is completely absent is considered to be at Level 0 Chaos.
The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. Intermediate candidates can decide to collect 17 v3 credits to enable them to transition to ITIL 4 with one course and one exam [15]. The Foundation certification aims to give professionals an understanding of the guidelines and framework. It focuses on awareness and comprehension rather than being able to apply ITIL principles.
The learning objectives focus on knowing and understanding key terms and definitions [16]. Over the years it has almost become the de facto aid for those seeking to learn about ITIL, and to implement it. It overviews the management model, the history, implementation, the processes and different disciplines, and so on. They outline the goals and basic requirements of each process and are attractively presented. The presentation: The toolkit includes a management presentation covering ITIL and ITSM, and intended to explain the main concepts of the framework, certification, and so on.
Comliance assessment: This Excel based item provides a detailed questionnaire set, covering each major discipline. It is intended to help assess how an organization measures against these, and thus identify which areas require management focus. Complance presentation template: This item provides help in interpreting the above assessment, as well providing a PowerPoint template to assist in presenting the results.
Readiness assessment: The toolkit includes an item to assess readiness with respect to implementation. The bridging kit: This is intended to explain the main differences between previous versions of ITIL and the current one version 3. The itil toolkit represents the implementation of the itil.
It contains a series off components and resources to simplify, explain and manage ITIL processes. It explains ITIL with detailed notes. Seven questions to ask before implementing ITIL [18] 4. The first thing to ask yourself is, "What problem are we trying to solve? Are you trying to improve customer relationships? Address a poor requirements-gathering process? Implement a better change management or incident response and management procedure?
Maybe the problem is that your IT department isn't even sure what it is they are providing to customers in the first place, Case says. And if no one can answer that for me, then I'm not going to be much help. Everyone in an organization, from the top executives to the lowest-level IT professional has to agree on what the problem is. Sometimes ITIL is the answer; sometimes it's not. I've seen too many executives try and implement ITIL out of the book without knowing that it must be purpose-built to address the problems in your unique organization, to be modified to take advantage of other frameworks like agile or lean, and that's almost a guarantee of failure," Case says.
Case suggests making sure that every department first understands the business strategy and the use cases involved in IT decision making so that they can more effectively focus on improving outcomes and aligning IT with the larger goals of the business, with or without ITIL. If you're going to focus on outcomes and results from the business level, you have to provide that information to make sure business and IT are aligned," Case says. What's your rationale behind implementing ITIL?
What are the specific areas where change is needed? You could standardize on a stable operating system and version of browser, and ensure that everyone is on the optimum configuration baseline. Eg: You can define a baseline with the following parameters to ensure that all business applications run normally. Now you can generate the list of users who meet the standards and fall below the standard and you have a program to move users below the baseline to meet the baseline so that issues and fixes can be applicable to all.
Never go with yesterday's leader because someone flew in to give you a fantastic sales presentation. Remember: marketing and sales presentations are bound to be impressive, and sales guys will be gone once you buy. Try to evaluate at least four or five different products from the leader to the new players. Run it in your environment, check out how easy it is to deploy, customize, and maintain. Work out how much you are going to pay and leave no room for surprises.
Put it through the test of fire, in every way. You will see all the modules as soon as you install ServiceDesk Plus. ServiceDesk Plus Installation is simple and straightforward.
There is no web server or database configuration required. Follow the installation wizard When you click Finish, you are done. Let's see how fast we can get them into the system. ServiceDesk Plus integrates with your Active Directory helping you to connect and import users. To make the demo easier, select only one Organization Unit OU and import users.
If you don't have an Active Directory, it's ok, you can import users from a CSV file or key a few requestors in manually. To make sure that you don't mess with the production system, I would recommend that you run this whole setup in a test environment. After you are done with this, send an email or ask requestors to send email, you will see that it will be fetched and converted to a request.
Please keep in mind that when mails are fetched in ServiceDesk Plus it will be deleted from the mail server. You have been warned! There are no agents to be installed to scan assets. When the request reports about an outage or a drop in the Quality of Service, the request is classified as an Incident.
When a new Incident is detected, it is important for the helpdesk technician to qualify the incident. Helpdesk technicians can qualify the incident by asking the right questions that will help Level 2 technicians to resolve the Problem faster.
ServiceDesk Plus helps you record all the incident details. The Priority Matrix helps you determine the right priority based on the given values of Business impact and urgency. Helpdesk Managers can configure this one time and ServiceDesk Plus will assign the right priority. However, it is designed to be flexible enough for you to ignore the Priority Matrix and allow technicians and users to define priorities I wouldn't recommend that. Incident classification is very important to understand the source of all your incidents.
Helpdesk Technicians can search for existing workarounds or solutions from the request and get back to users immediately. Once a Problem is created Level 2 technicians or problem technicians can take control. An incident must be closed only when the user confirms that the solution has helped the user. Helpdesk technicians need to be the Single Point of Contact and keep the users informed by tracking the status and making sure that all incidents are responded to and closed.
It is really a painful process to make sure that all users are to confirm on incident closure. You can define that helpdesk will resolve issues and get back to you. Users must confirm if the Incident has been resolved if users don't respond within 10 days. We'll assume that you agree on the incident closure. Your Helpdesk Technicians can resolve incidents and change the status of the request to resolved state. ServiceDesk Plus will send an email to the requester asking if the resolution helped.
If the users do not respond within 10 days the request will be automatically closed. Reports about top 10 repeated incidents in a category give a clear picture on what needs to be fixed first. Depending on the Urgency and Impact level of the problem, the priority can be set for the problem. This prioritization will help the technicians to assess the various problems and take necessary actions, focusing on the critical problems first. The technicians can analyze the root cause and impact of the problems and attach the same in SDP as part of the problem.
This helps in giving a one-stop understanding of what may be cause of the problem and solutions or a workaround that can be given. Solutions are permanent fixes to the problems raised.
Workarounds are temporary solutions that can be used by the technician till actual solution is ready. Optionally, you can also add Tasks that need to be done to clear the Incident. Technicians tend to rush to close the problem, but managers need clear reports to analyze patterns of the problem.
The problem closure rules allow technicians to close the problem only if they provide all the mandatory fields. Only if the mandatory fields are completed can a problem be closed. You can initiate New Change Request or initiate a change from one or more Problems.
The Change plan is formulated to get started with a the change process. The Change Plan needs to have complete details about the reasons for considering the change, such as how this change can impact business. The Change Planning stage needs to have the following information so that Change Managers and CAB have all the details to make informed decisions. ServiceDesk Plus allows you to define and configure your own Change Types with color codes to denote severity. Standard Changes are pre-approved changes authorized by the Change Manager based on Management policies.
Frequent changes such as permitted RAM upgrade to users' PCs or list of allowed software applications can be pre-approved by the Change Manager so that the changes are fulfilled faster. A Minor change is defined as a change that has low impact on business and does not consume a lot of resources. The Change Manager approves the Minor Changes. Based on the change plans and risk involved the CAB members will vote and recommend to Accept or Decline a change plan.
Based on the defined change type, you can choose to send the change plan for approval to CAB members. The CAB Members meet once in two weeks or once in a month to discuss the changes that are submitted for approval. All approved changes have to be implemented with minimal service downtime.
ServiceDesk Plus gives you built-in reports based on Priority, Urgency, by Incident, and Problem counts that helps Change Managers to prioritize and schedule changes.
Based on the changes considered for the next implementation, the changes are scheduled and published.
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