60 WHAT IS ITIL®?

ITIL60 WHAT IS ITIL®?

4 THE HISTORY OF CLOUD COMPUTING ……………………………………………………………………………. 42 4.1 THE FUTURE OF CLOUD COMPUTING ……………………………………………………………………………………43 5 6 COMMON CLOUD TERMINOLOGY …………………………………………………………………………………. 45 CLOUD COMPUTING CASE STUDIES ……………………………………………………………………………….. 48 6.1 6.2 6.3 NSW DEPARTMENT OF EDUCATION AND TRAINING (DET) ………………………………………………………….48 IPSWITCH INC.

UTILIZING AMAZON S3 CLOUD …………………………………………………………………………51 KEPNER-TREGOE AND SALESFORCE ………………………………………………………………………………………54 7 IT SERVICE MANAGEMENT …………………………………………………………………………………………… 56 7.1 7.2 7.3 7.4 7.4.1 THE FOUR PERSPECTIVES (ATTRIBUTES) OF ITSM ……………………………………………………………………..57 BENEFITS OF ITSM …………………………………………………………………………………………………………59 BUSINESS AND IT ALIGNMENT ……………………………………………………………………………………………60 WHAT IS ITIL®?…………………………………………………………………………………………………………….64 Good practices ………………………………………………………………………………………………………65 8 TERMINOLOGY RELEVANT TO ITSM ……………………………………………………………………………….. 67 8.1 8.2 8.2.1 8.2.2 8.2.3 WHAT ARE SERVICES? ……………………………………………………………………………………………………..70 PROCESSES & FUNCTIONS …………………………………………………………………………………………………72 Defining Processes …………………………………………………………………………………………………72 Defining Functions …………………………………………………………………………………………………74 RACI Model……………………………………………………………………………………………………………74 9 THE SERVICE LIFECYCLE ……………………………………………………………………………………………….. 77 9.1 9.2 MAPPING THE CONCEPTS OF ITIL® TO THE SERVICE LIFECYCLE ………………………………………………………78 HOW DOES THE SERVICE LIFECYCLE WORK? …………………………………………………………………………….80 8 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 10 IT SERVICE MANAGEMENT PRINCIPLES FOR CLOUD COMPUTING ………………………………………. 82 10.1 SERVICE LEVEL AGREEMENTS ……………………………………………………………………………………………..82 Service Level Agreement Structures ……………………………………………………………………..84 10.1.1 10.2 — Service Level If we don‘t manage the IT Services appropriately we cannot rely on these services to be available when we need.

If too many disruptions our services are likely to suffer, and we are likely to lose customers as a result.

If we lose customers, we fail to support our organization‘s objectives! Also note the relationship between IT Service Management processes and the technical activities below.

Used properly, ITSM processes can optimize the time, effort and other resources spent performing technical activities, ensuring that all staff actions are working in accordance to agreed business priorities and objectives.

This is just a simple example used to illustrate the relationship between ITSM and the organization.

Any approach used to improve ITSM practices should always be carefully considered to ensure that the plans suit the organization, in terms of: ? ? ? ? Size (number of staff, customers, IT devices etc.) Geographical dispersion Culture and ethos Current maturity and capability levels. 63 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 7.4 What is ITIL®? ITIL® stands for the Information Technology Infrastructure Library.

ITIL® is the international de facto management framework describing ?good practices? for IT Service Management.

The ITIL® framework evolved from the UK government‘s efforts during the 1980s to document how successful organizations approached service management.

By the early 1990s they had produced a large collection of books documenting the ?best practices? for IT Service Management.

This library was eventually entitled the IT Infrastructure Library.

The Office of Government Commerce in the UK continues to operate as the trademark owner of ITIL®.

ITIL® has gone through several evolutions and was most recently refreshed with the release of version 3 in 2007.

Through these evolutions the scope of practices documented has increased in order to stay current with the continued maturity of the IT industry and meet the needs and requirements of the ITSM professional community.

ITIL® is only one of many sources for ITSM good practices, and should be used to complement any other set of practices being used by an organization.

Five volumes make up the IT Infrastructure Library (Version 3). ? ? ? ? ? Service Strategy Service Design Service Transition Service Operation Continual Service Improvement. Each volume provides the guidance necessary for an integrated approach, and addresses capabilities‘ direct impact on a service provider‘s performance.

The 64 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055 structure of the ITIL framework is that of the service lifecycle.

It ensures organizations are able to leverage capabilities in one area for learning and improvements in others.

The framework is used to provide structure, stability and strength to service management capabilities with durable principles, methods and tools.

This enables service providers to protect investments and provide the necessary basis for measurement, learning and improvement.

In addition to the core publications there is also ITIL Complimentary Guidance.

This consists of a complimentary set of publications with guidance specific to industry sectors, organization types, operating models and technology architectures.

At present, this complimentary guidance is available by subscription from http://www.bestpracticelive.com 7.4.1 Good practices Ignoring public frameworks and standards can needlessly place an organization at a disadvantage.organizations should seek to cultivate their own proprietary knowledge on top of a body of knowledge developed from using public frameworks and standards.

Public frameworks (ITIL, COBIT, CMMI etc.): Frameworks are scaled and adapted by the organization when implemented, rather than following a prescriptive set of practices (standards).

Examples of public frameworks for ITSM include: ? ? ? ITIL ®.

COBIT – The Control Objectives for Information and related Technology.

Capability Maturity Model Integrated (CMMI) for IT Services. Standards: Usually a formal document that establishes uniform engineering or technical criteria, methods, processes and practices.

Unlike frameworks, they are 65 Copyright The Art of Service ?Brisbane, Australia?Email:service@theartofservice.com Web: http://store.theartofservice.com ?eLearning: http://theartofservice.org ?Phone: +61 (0)7 3252 2055

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