ITIL V3 MALC - Managing Across the Lifecycle of IT Services Best Practices Study and Implementation Guide

403 Pages·2009·4.38 MB·English

by  Ivanka Menken

ITIL® V3 : Managing Across the Lifecycle Best Practices

Foreword

As an education and training organization within the IT Service Management (ITSM) industry,
we have been impressed by the positive changes introduced by the Version 3 refresh of the
ITIL® framework. The evolution of the core principles and practices provided by the
framework provides the more holistic guidance needed for an industry that continues to
mature and develop at a rapid pace. We recognize however, that many organizations and
individuals who had previously struggled with their adoption of the framework will continue to
find challenges in „implementing‟ ITIL® as part of their approach for governance of IT Service
Management practices. In light of this, one of our primary goals is to provide the quality
education and support materials needed to enable the understanding and application of the
ITIL® framework in a wide-range of contexts.

This workbook‟s primary purpose is to complement the accredited ITIL® Managing Across
the Lifecycle program provided by The Art of Service or one of our accredited partners.

We hope you find this book to be a useful tool in your educational library and wish you well in
your IT Service Management career!

The Art of Service

© The Art of Service Pty Ltd
„All of the information in this document is subject to copyright. No part of this document may in any form or by any means
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ITIL® is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in
the U.S. Patent and Trademark Office.
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ITIL® V3 : Managing Across the Lifecycle Best Practices
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ITIL® V3 : Managing Across the Lifecycle Best Practices
Contents

FOREWORD ................................................................................................................................................................ 1
1 INTRODUCTION ................................................................................................................................................. 5
2 IT SERVICE MANAGEMENT ................................................................................................................................ 7
2.1 THE FOUR PERSPECTIVES (ATTRIBUTES) OF ITSM ............................................................................................................ 8
2.2 BENEFITS OF ITSM .................................................................................................................................................... 9
2.3 BUSINESS AND IT ALIGNMENT.................................................................................................................................... 10
3 WHAT IS ITIL®? .................................................................................................................................................13
3.1 THE SERVICE LIFECYCLE ............................................................................................................................................. 14
3.2 MAPPING THE CONCEPTS OF ITIL® TO THE SERVICE LIFECYCLE ......................................................................................... 16
3.3 HOW DOES THE SERVICE LIFECYCLE WORK? .................................................................................................................. 18
3.4 SPECIALIZATION & COORDINATION ACROSS THE SERVICE LIFECYCLE ................................................................................... 19
4 COMMON TERMINOLOGY ................................................................................................................................21
4.1 WHAT ARE SERVICES? .............................................................................................................................................. 22
4.2 PROCESSES & FUNCTIONS ......................................................................................................................................... 29
5 PRINCIPLES OF SERVICE MANAGEMENT ...........................................................................................................35
5.1 BUSINESS UNITS AND SERVICE UNITS .......................................................................................................................... 35
5.2 TYPES OF SERVICE PROVIDERS .................................................................................................................................... 36
5.3 AGENTS ................................................................................................................................................................. 37
5.4 ENCAPSULATION ..................................................................................................................................................... 38
5.5 MONITORING AND CONTROL OF IT SERVICE MANAGEMENT ............................................................................................ 39
6 SERVICE STRATEGY ...........................................................................................................................................42
6.1 OBJECTIVES OF SERVICE STRATEGY .............................................................................................................................. 42
6.2 BENEFITS OF SERVICE STRATEGY ................................................................................................................................. 43
6.3 SERVICE STRATEGY INTERFACES WITH OTHER SERVICE LIFECYCLE PHASES ............................................................................ 44
6.4 MAJOR CONCEPTS OF SERVICE STRATEGY ..................................................................................................................... 45
6.5 SERVICE PORTFOLIO MANAGEMENT ............................................................................................................................ 52
6.6 FINANCIAL MANAGEMENT ........................................................................................................................................ 65
6.7 DEMAND MANAGEMENT .......................................................................................................................................... 77
6.8 CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS OF SERVICE MANAGEMENT .................................................................. 83
7 SERVICE DESIGN ...............................................................................................................................................89
7.1 OBJECTIVES OF SERVICE DESIGN ................................................................................................................................. 89
7.2 BENEFITS OF SERVICE DESIGN .................................................................................................................................... 90
7.3 FIVE MAJOR ASPECTS OF SERVICE DESIGN .................................................................................................................... 91
7.4 SERVICE DESIGN INTERFACES WITH OTHER SERVICE LIFECYCLE PHASES ................................................................................ 93
7.5 SERVICE LEVEL MANAGEMENT ................................................................................................................................... 96
7.6 SERVICE CATALOGUE MANAGEMENT......................................................................................................................... 108
7.7 SUPPLIER MANAGEMENT ........................................................................................................................................ 116
7.8 AVAILABILITY MANAGEMENT ................................................................................................................................... 125
7.9 CAPACITY MANAGEMENT ....................................................................................................................................... 146
7.10 IT SERVICE CONTINUITY MANAGEMENT ................................................................................................................ 155
7.11 INFORMATION SECURITY MANAGEMENT ............................................................................................................... 166
8 SERVICE TRANSITION ...................................................................................................................................... 172
8.1 OBJECTIVES OF SERVICE TRANSITION ......................................................................................................................... 172
8.2 BENEFITS OF SERVICE TRANSITION ............................................................................................................................ 173
8.3 INTERFACES TO OTHER SERVICE LIFECYCLE PHASES ....................................................................................................... 174
8.4 TRANSITION PLANNING AND SUPPORT ....................................................................................................................... 176
8.5 CHANGE MANAGEMENT ......................................................................................................................................... 179

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ITIL® V3 : Managing Across the Lifecycle Best Practices

8.6 RELEASE AND DEPLOYMENT MANAGEMENT ............................................................................................................... 196
8.7 SERVICE VALIDATION AND TESTING ........................................................................................................................... 214
8.8 SERVICE EVALUATION ............................................................................................................................................. 224
8.9 SERVICE ASSET AND CONFIGURATION MANAGEMENT ................................................................................................... 230
8.10 KNOWLEDGE MANAGEMENT .............................................................................................................................. 245
9 SERVICE OPERATION ...................................................................................................................................... 254
OBJECTIVES OF SERVICE OPERATION ................................................................................................................................... 254
9.1 BENEFITS OF SERVICE OPERATION ............................................................................................................................. 255
9.2 INTERFACES TO OTHER SERVICE LIFECYCLE PHASES ....................................................................................................... 256
9.3 PRINCIPLES OF SERVICE OPERATION .......................................................................................................................... 258
9.4 EVENT MANAGEMENT ............................................................................................................................................ 268
9.5 INCIDENT MANAGEMENT ........................................................................................................................................ 279
9.6 PROBLEM MANAGEMENT ....................................................................................................................................... 293
9.7 REQUEST FULFILLMENT ........................................................................................................................................... 308
9.8 ACCESS MANAGEMENT .......................................................................................................................................... 314
10 ITIL FUNCTIONS .............................................................................................................................................. 321
10.1 THE SERVICE DESK ............................................................................................................................................ 322
10.2 TECHNICAL MANAGEMENT ................................................................................................................................. 332
10.3 IT OPERATIONS MANAGEMENT ........................................................................................................................... 335
APPLICATION MANAGEMENT ............................................................................................................................................ 337
11 CONTINUAL SERVICE IMPROVEMENT ............................................................................................................. 345
11.1 THE CONTINUAL SERVICE IMPROVEMENT MODEL ................................................................................................... 346
11.2 MANAGING CULTURAL CHANGE .......................................................................................................................... 348
11.3 THE DEMING CYCLE .......................................................................................................................................... 349
11.4 SWOT ANALYSIS .............................................................................................................................................. 350
11.5 IMPLEMENTING CONTINUAL SERVICE IMPROVEMENT (CSI) PROCESSES ....................................................................... 351
11.6 SERVICE MEASUREMENT AND REPORTING ............................................................................................................. 353
12 ROLES AND RESPONSIBILITIES ........................................................................................................................ 355
12.1 GENERIC ROLES ................................................................................................................................................ 355
12.2 ROLES WITHIN SERVICE TRANSITION ..................................................................................................................... 355
13 TECHNOLOGY CONSIDERATIONS .................................................................................................................... 360
13.1 SELECTING ITSM TOOLS AND SUPPORTING TECHNOLOGY .......................................................................................... 361
13.2 KNOWLEDGE MANAGEMENT TOOLS ..................................................................................................................... 362
14 REVIEW QUESTIONS ....................................................................................................................................... 365
15 ............................................................................................................................................................................ 374
16 GLOSSARY ...................................................................................................................................................... 374
17 CERTIFICATION ............................................................................................................................................... 378
17.1 ITIL® CERTIFICATION PATHWAYS ......................................................................................................................... 378
17.2 ISO/IEC 20000 PATHWAYS .............................................................................................................................. 379
18 ANSWERS TO REVIEW QUESTIONS ................................................................................................................. 380
19 REFERENCES ................................................................................................................................................... 383
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ITIL® V3 : Managing Across the Lifecycle Best Practices

1 Introduction

The journey for any service management initiative is a challenging and complex one, so
how do we steer an optimum path towards results that actually provide the strategic,
tactical and operational benefits that are desired? Even when we are relatively successful
in gaining executive and senior management commitment, facilitating organizational
change and coordinating the large amounts of resources required things can still go
horribly wrong. The „real world‟ gets in the way of course, with operational issues and day-
to-day management of the business taking priority over any proposed improvements to
service management. The IT department itself is crippled by many different and often
conflicting priorities and opinions. There may also be indecision regarding the correct
sequence of plans and actions relevant to our organization.

These are just a few of the challenges and questions facing any service management
professional, where even a solid understanding of the individual ITIL® processes won‟t be
enough to ensure success. The real skills and knowledge that are valuable for a service
manager in these scenarios however are an understanding of how the business and IT
operates, an ability to identify areas of weaknesses or potential threats, along with the
skills to develop and execute appropriate plans to improve any aspect of IT service
management, including:

 The formalization and utilization of ITIL processes;
 IT services;
 IT staff, customer and user understanding and awareness;
 Supporting tools and technology; and
 IT governance.

In this light, the main objectives for the Managing Across the Lifecycle program are to
provide individuals with knowledge and skills in the following key areas:

 Lifecycle positioning and transition;
 Relationships between business and IT, and customer liaison;
 The challenges of value creation;
 Business benefits of IT service management;
 Planning and defining scope;
 Risk management;
 Plan, Do, Check, Act methodology;
 Measuring, monitoring & reporting; and
 Complimentary Guidance and Tool Strategies.

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ITIL® V3 : Managing Across the Lifecycle Best Practices

Readers should note that this workbook includes many sections on the surrounding or
supporting topics that are not the focus of the exam or program itself.
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ITIL® V3 : Managing Across the Lifecycle Best Practices

2 IT Service Management

The term IT Service Management (ITSM) is used in many ways by different management
frameworks and organizations seeking governance and increased maturity of their IT
organization. Standard elements for most definitions of ITSM include:
 Description of the processes required to deliver and support IT Services for
customers;
 The purpose primarily being to deliver and support the technology or products
needed by the business to meet key organizational objectives or goals;
 Definition of roles and responsibilities for the people involved including IT staff,
customers and other stakeholders involved; and
 The management of external suppliers (partners) involved in the delivery and
support of the technology and products being delivered and supported by IT.

The combination of these elements provide the capabilities required for an IT organization
to deliver and support quality IT Services that meet specific business needs and
requirements.

The official ITIL® definition of IT Service Management is found within the Service Design
volume (page 11), describing ITSM as “A set of specialized organizational capabilities
for providing value to customers in the form of services”. These organizational
capabilities are influenced by the needs and requirements of customers, the culture that
exists within the service organization and the intangible nature of the output and
intermediate products of IT services.

However, IT Service Management comprises more than just these capabilities alone: it‟s
complemented by an industry of professional practice and wealth of knowledge,
experience and skills. The ITIL® framework has developed as a major source of good
practice in Service Management and is used by organizations worldwide to establish and
improve their ITSM practices.

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ITIL® V3 : Managing Across the Lifecycle Best Practices

2.1 The Four Perspectives (Attributes) of ITSM

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Figure 2.1 – Four Perspectives (Attributes) of ITSM

There are four perspectives (“4P‟s”) or attributes to explain the concept of ITSM.

• Partners/Suppliers Perspective:
Takes into account the importance of Partner and External Supplier relationships and how
they contribute to Service Delivery.
• People Perspective:
Concerned with the “soft” side of ITSM. This includes IT staff, customers and other
stakeholders. E.g. Do staff have the correct skills and knowledge to perform their roles?
• Products/Technology Perspective:
Takes into account IT services, hardware and software, budgets, tools.
• Process Perspective:
Relates the end-to-end delivery of service-based on-process flows.

Quality IT Service Management ensures that each of these four perspectives are taken
into account as part of the continual improvement of the IT organization. These same
perspectives need to be considered and catered for when designing new or modified
services to succeed in the design, transition and eventual adoption by customers.
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ITIL® V3 : Managing Across the Lifecycle Best Practices
2.2 Benefits of ITSM

While the benefits of applying IT Service Management practices vary depending on the
organization‟s needs, some typical benefits include:
 Improved quality service provision;
 Cost-justifiable service quality;
 Services that meet business, customer and user demands;
 Integrated centralized processes;
 Everyone knowing their roles and their responsibilities in service provision;
 Learning from previous experience; and
 Demonstrable performance indicators.

In particular reference to the scope of Service Offerings & Agreements, such benefits
include:
 Improved capability for supporting business growth and change;
 Improved efficiency of business and IT staff though quality information and
knowledge being made available;
 Decreased variance between estimated and actual resource requirements;
 Improved visibility of the state of critical components within the IT infrastructure;
 Improvement in the actual availability of services and systems available to users;
and
 Improved uptake and effective use of IT Services by the user community.

It is important to consider the range of stakeholders who can benefit from improved ITSM
practices. These stakeholders can come from:
 Senior management;
 Business unit managers;
 Customers;
 End-users;
 IT staff; and
 Suppliers.

©The Art of Service