IT Infrastructure Library (ITIL) Part 1 - Introduction Jean-Marc Chevereau Directeur SSM 31/03/2017 Copyright DEVOTEAM

Agenda 1-1 DEVOTEAM 1-2 Introduction to Quality, Process, Roles… 1-3 ITIL Overview 1-4 Definitions

Conseil et ingénierie en infrastructure des systèmes d’information Le Groupe DEVOTEAM Conseil et ingénierie en infrastructure des systèmes d’information Un acteur européen de référence : CA prévisionnel 2004 de 150 M€ Effectifs de 1 800 collaborateurs. Présence dans 9 pays d’Europe et au Moyen-Orient. Une clientèle fidèle de 500 grands comptes européens dans tous les secteurs. Une stratégie de croissance pérenne SECTEURS D’ ACTIVITE DOMAINES D’EXPERTISE TYPES D’INTERVENTION 31/03/2017 Copyright DEVOTEAM

Aider nos clients à tirer profit des solutions innovantes dans les technologies de l’information Par la spécialisation et la maîtrise des technologies. Par la richesse des compétences et la capitalisation des expériences. Par un accompagnement complet : conseil, intégration et opérations. CONSULTING SOLUTIONS OPERATIONS Siticom Consulting, XP Conseil, Cesmo, Expertise, Intégration, Projets. Infrastructures, Qualité de service, Sécurité. Open source, Projets applicatifs. Infogérance, Services récurrents, Déploiement, Support. 31/03/2017 Copyright DEVOTEAM

Offre SSM : outiller ITIL Gestion des contrats de services Gestion des contrats Collecte des indicateurs Analyse des tendances Respect des engagements Disponibilité Supervision des réseaux, systèmes et application supervision de bout en bout Centralisation, corrélation et gestion des événements Vues métiers Garantir une disponibilité maximale Gestion de capacité Capacity planning Analyse des tendances Gestion des performances / Qos Anticiper les évolutions Gestion des configurations et des changements Gestion des demandes de changements Gestion parc et inventaire automatique Maîtriser les changements Gestion des Incidents et des problèmes Support utilisateurs Diminution du nombre des incidents récurrents Rétablir le service dans le respect des contrats établis Déploiement Télédistribution Gestion des nomades Gestion de la bande passante Maîtriser le déploiement d'applications 31/03/2017 Copyright DEVOTEAM

IT Infrastructure Library (ITIL) 1-2 – Introduction to Quality, Process, Role… 31/03/2017 Copyright DEVOTEAM

Service and Quality IT-service : the total management (maintenance and exploitation) of the IT-infrastructure. Products : are developed by the supplier and the customer can’t change much about the quality of the product. De customer judges the product by specific criteria like colours, size etc. (objective) Services : based on interaction with the customer. Services can’t be judged previously, but only when the are provided. The quality of a service is depending on the way the supplier and customer manage their relation. Quality : the level of the service judged by the customer based on demands and expectations. Quality is the fitness for use. Business-IT alignment : matching/adjusting the policy of the IT-service provider to the policy of the customer organisation. Fitness = aptitude 31/03/2017 Copyright DEVOTEAM

Quality D P C A Quality improvement Deming quality-circle Quality Turning direction of the wheel 2 1 3 4 Quality assurance ITIL ISO-900X Quality care 1 Plan 2 Do 3 Check 4 Act 31/03/2017 Copyright DEVOTEAM

Culture of organisations IMPROVISATION Unique situations Immediate action “Do something” Trial and error ROUTINE Repetitive Familiar Continuous Automatic PROCESSING Cyclic Structured Especially designed Managed PROJECTS Temporary One time only Defined purpose Dedicated organization Culture : the way of life of a group of people in a organisation, based on behaviours, beliefs, values, and symbols that they accept, generally without thinking about them, and that are passed along by communication. 31/03/2017 Copyright DEVOTEAM

Process A process is the execution of all activities, necessary to achieve a predefined result. A process is cyclic, and constantly improving. (Plan, Do, Check, Maintain) A process does not change, unless the mission changes. Activities Measure / Control Standard Policy Output Input 31/03/2017 Copyright DEVOTEAM

Management of processes Where do we want to be? Vision and targets Where are we now? Assessment How can we get where we want to be? Adjust the processes How do we know we have arrived? Metrics

Definition of working with processes Working with processes : the solution to get from a task-oriented (departmental) organization to a comprehensive entity, that combines tasks and aims them at a specified result. A process regulates the transfer of responsibilities, and guarantees progress. 31/03/2017 Copyright DEVOTEAM

Advantages of working in processes Overview of work at hand and status Improved efficiency, higher productivity Result tangible and predictable Knowledge and skills optimally applied Learning curve for organisation Transfer of tasks easier New activities easily adopted Lower impact of human error ....structured quality improvement....... 31/03/2017 Copyright DEVOTEAM

Disadvantages of working in processes Change from current situation Requires discipline Risk for bureaucracy Overhead during start-up (and process-maintenance) 31/03/2017 Copyright DEVOTEAM

In theory there is no difference between theory and practice. In practice there is always a difference. 31/03/2017 Copyright DEVOTEAM

IT Infrastructure Library (ITIL) 1-3 – ITIL Overview 31/03/2017 Copyright DEVOTEAM

Information Technology Infrastructure Library Introduction ITIL Information Technology Infrastructure Library ITIL is a methodology describing the design and implementation of processes for IT-management, based on best practices ITIL is focused on effective en efficient managing of IT-services ITIL is a set of books Documentation of best practice for IT Service Management (ie Management of Services to meet the Customer’s requirements) Series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT Goals : to facilitate the quality management of IT services to assist organisations to provide quality IT service Because Organisations are becoming increasingly dependent on IT in order to satisfy their corporate aims and meet their business needs ITIL est une série de pratiques sur l’organisation et la qualité des services produits par l’IT Focus sur le customer relationchip Standard de facto depuis le milieu des années 90 31/03/2017 Copyright DEVOTEAM

History From 90’s CCTA (Central Computer and Telecommunications Agency), a UK governement agency, developped a framework to optimize IT management. The main goal is to adapt IT processes and organizations to business needs and to increase the IT value for enterprises. ITIL define the whole of IT processes to improve the quality of management and the whole of best practices. Who develop ITIL ? OGC = Office of Government Commerce ITSMF = IT Service Management Forum BSI = British Standards institute ISEB = Information System Examination Board EXIN = EXamination INstitute Le CCTA a été intégré à l’OGC. L’OGC publie les livres ITIL. Conforme à l’ISO 9000 L’ITSMF a participé à l’ITIL et participe à la promotion de l’ITL (ainsi que le BSI, équivalent anglais de l’afnor français) ISEB et l’EXIN sont les 2 centres de formation et de certification en Europe. 31/03/2017 Copyright DEVOTEAM

Organisation  Service Management How Organisation How Organisation processes How Why IT Services Why Service Management Why ITIL Business IT-alignment 31/03/2017 Copyright DEVOTEAM

IT - Infrastructure IT-Infrastructure is the whole set of : technological components system- and application-software documentation procedures needed to realise one or more IT services 31/03/2017 Copyright DEVOTEAM

ITIL describes a consistent framework of IT activities ITIL and processes ITIL describes a consistent framework of IT activities ITIL helps to identify and describe the processes in an (IT) organisation ITIL helps to translate the processes into procedures, working instructions, organisation- and role-profiles 31/03/2017 Copyright DEVOTEAM

Advantages of ITIL Customer Services are more customer focused, agreements about the quality of services improve the relationship Services are better described Quality and costs of IT-services are manageable. The costumer can decide. Communication will be improved by agreements of contacts. IT-Department IT Service is more aimed on business goals. Management is able to adjust and manage the IT organization Changes are better under control A clear frame of reference for internal communication, standardizations en recognition of procedures

New series : 6 principale elements (1) Service Support (2001) Service Delivery (2001) Planning to Implement Service Management (2002) explains the steps necessary to identify how an organisation might expect to benefit from ITIL, and how to set about reaping those benefits ICT Infrastructure Management (2002) Network Service Management, Operations Management, Management of Local Processors, Computer Installation and Acceptance, Systems Management. Applications Management (2002) Software Development Lifecycle, Software Lifecycle Support, Testing of IT Services. More detail on Business Change The Business Perspective (2002) IT service provision, Business Continuity Management, Partnerships and Outsourcing, Surviving Change and Transformation of business practices through radical change. 30 livres publiés et une révision en cours ICT Information and Communications Technologies 31/03/2017 Copyright DEVOTEAM

Service Support & Service Delivery   Service desk Incident Management Problem management Configuration management Change management Release Management Service Level Management Availability Management Capacity Management IT Service Continuity Management Financial Management Security Management 31/03/2017 Copyright DEVOTEAM

Code of practice for IT Service Management Positionnement des éléments de Service Management vu par l’ITIL. Au cœur : CMDB, configuration mgmt et change mgmt Les process techniques de résolution : Incident et Problem Les process techniques de livraison : Release Les process de gestion des sous-traitants Puis la construction des process complexes se basant sur la base existante : Security, Availibility (disponibilité) & contingency (gestion des urgences) Service level managemnt : contrat de service Service reporting Capacity management (rendement par rapport aux moyens) Financial management 31/03/2017 Copyright DEVOTEAM

Service support process model Présente les processus et leur relations. Un élément technique nécessaire et fédérateur = CMDB Le rôle du service desk comme lien avec les users/customers La mise en place peut être partielle ou incomplète selon le stade et la taille de chaque entreprise. Mais respecter le modèle permet l’évolutivité du système. Et simplifie la mise en œuvre. Permet un discours commun des acteurs, un cadre de référence. 31/03/2017 Copyright DEVOTEAM

Service delivery process model Présente les processus et leur relations. 31/03/2017 Copyright DEVOTEAM

IT Infrastructure Library (ITIL) 1-4 – Definitions 31/03/2017 Copyright DEVOTEAM

Definition (1) Service Desk The single point of contact within the IT organisation for users of IT services Incident Any event that is no part of standard operation of a srvice and that causes, or may causes, an interruption to, or a reduction in, the quality of that service Incident Control The process of identifying, recording, classifying and progressing incidents until affected services return to normal operation Problem Unknown underlying cause of one or more Incidents Problem Management Process that minimizes the effect on customer(s) of defects in services and within the infrastructure, human errors and external events 31/03/2017 Copyright DEVOTEAM

Definition (2) Configuration baseline Configuration of a product or a system established at a specific point of time, wich captures both the structure and details of that product or system to be rebuilt at a later date. Configuration Control Activities comprising the control of Changes to Configuration Items after normally establishing its configuration documents. It includes the evaluation, coordination, approval or rejection of Changes. The implementation of Changes includes changes, deviations, and waivers that impact on the configuration. Configuration Item Component of an infrastructure – or an Item, such as a Request for Change, associated with an infrastructure – that is (or is to be) under the control of Configuration Management. CIs may vary widely in complexity, size and type, from an entire system (including all hardware, software and documentation) to a single module or a minor hardware component. 31/03/2017 Copyright DEVOTEAM

Definition (3) Configuration Management The process of identifying and defining configuration Items in a system, recording and reporting the status of configuration items and request for change, and verifying the completness and correctness of Configuration Items. Change The addition, modification or removal of approved, supported or baselined hardware, network, software, application, environment, system, desktop build or associated documentation. Change Control The procedure to ensure that all Changes are controlled, including the submission, analysis, decision making, approval, implementation, and post implementation of the Change. Change Management Process of controlling Changes to the infrastructure or any aspect of services, in a controlled manner, enabling approved Changes with minimum disruption. 31/03/2017 Copyright DEVOTEAM

Definition (4) Release A collection of new and/or changed Cis wich are tested and introduced into the live environment together. 31/03/2017 Copyright DEVOTEAM

Contacts CONTACT Authors Date of release File Info www.apogee-om.fr Jean-Marc Chevereau Phone +33 1 69 85 78 25 Fax +33 1 69 85 78 76 15 av du Cap Horn 91 400 Les Ulis France www.apogee-om.fr www.devoteam.com Jean-Marc Chevereau Sept 2004 ITIL-Part1-Introduction Authors Date of release File Info © DEVOTEAM This document has been prepared by DEVOTEAM. It is not to be copied or reproduced in any way without Devoteam express permission. Copies of this document must be accompanied by title, date and this copyright notice. DEVOTEAM Group locations France Denmark United Kingdom Germany Austria The Netherlands Belgium Spain 31/03/2017 Copyright DEVOTEAM