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ITIL # Lecture 2

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Kabul Education University
Kabul Education University

This document provides an overview of ITIL (Information Technology Infrastructure Library) service lifecycle concepts. It discusses the purpose and key activities of Service Strategy, which includes defining the market, developing offerings, strategic assets, and preparing for execution. Service Design processes like availability management and service level management are also summarized. The document explains concepts like service portfolios, service level agreements, capacity management, and ensuring the right IT resources are provided at the right time for the right cost.

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Lec-2: ITIL Mr. Islahuddin Jalal MS (Cyber Security) – UKM Malaysia Research Title – 3C-CSIRT Model for Afghanistan BAKHTAR UNIVERSITY ‫باخترپوهنتون‬ ‫د‬
ITIL Service Lifecycle
Service Strategy • It is just the guidance for serving the customers by setting objectives and expectations of performance and to identify, select and prioritize opportunities. • Ensuring that organizations are in a position to handle the costs and risks associated with their service portfolios, and are set up not just for operational effectiveness but also for distinctive performance.
Purpose of Service Strategy • It sets out guidance to all IT service providers and their customers, to help them operate and thrive in the long term by building a clear service strategy. • A fundamental acknowledgement that customers do not buy products, they buy the satisfaction of particular needs • The services provided must be perceived by the customer to deliver sufficient value in the form of outcomes that the customer wants to achieve.
Service Strategy Development • Requires a precise understanding of: • What service should be offered? • Who the services should be offered to? • How the internal and external market places for their services should be developed? • How the customers and stakeholders will perceive and measure value? • How this value be created? • How customers will make service sourcing decisions with respect to use of different types of service providers • How the allocation of available resources will be tuned to optimal effect across the portfolio of services?
Four Ps of Strategy • Perspective: the distinctive vision and direction • Position: the basis on which the provider will compete • Plan: How the provider will achieve their vision • Pattern: the fundamental way of doing things – distinctive patterns in decisions and actions over time
Service Strategy has four activities Define the Market Develop the Offerings Develop Strategic Assets Prepare for Execution
Service Assets • Resources • Things you buy or pay for • IT Infrastructure, people, money • Tangible Assets • Capabilities • Things you grow • Ability to carry out an activity • Intangible assets • Transform resources into Services
Service Portfolio Management • Prioritises and manages investments and resource allocation • Proposed services are properly assessed • Business Case • Existing Services Assessed. • Outcomes: • Replace • Rationalise • Renew • Retire
Service Design • How are we going to provide it? • How are we going to build it? • How are we going to test it? • How are we going to deploy it?
Processes in Service Design • Availability Management • Capacity Management • Disaster Recovery Management • Supplier Management • Service Level Management • Information Security Management • Service Catalogue Management
Service Level Management • Service Level Agreement • Operational Level Agreements • Internal • Underpinning Contracts • External Organisation • Supplier Management • Can be an annexe to a contract • Should be clear and fair and written in easy-to-understand, unambiguous language • Success of SLM • How many services have SLAs? • How does the number of breaches of SLA change over time (we hope it reduces!)?
Things you might find in an SLA Service Description Hours of operation User Response times Incident Response times Resolution times Availability & Continuity targets Customer Responsibilities Critical operational periods Change Response Times
Types of SLA • Service-based • All customers get same deal for same services • Customer-based • Different customers get different deal (and different cost) • Multi-level • These involve corporate, customer and service levels and avoid repetition
Capacity Management • Process used to manage information technology (IT). • Its primary goal is to ensure that IT resources are • right-sized to meet current and future business requirements in a cost- effective manner • Capacity Management consists of three sub-process. • Business capacity management • Service capacity management • Resource capacity management
•Configuration data •SLAs •Business plans / strategy •IS/IT plans / strategy •Business requirements/volumes •Operational schedules •Deployment / development plans •Forward Schedule of Changes •Incident/Problem reports •SLA breach reports •Budgets/Financial •BUSINESS CAPACITY MANAGEMENT Business requirement trends & forecasts •SERVICE CAPACITY MANAGEMENT •Monitor, analyze, tune & report on service performance •Establish baselines & profiles of service usage •Manage service demand •RESOURCE CAPACITY MANAGEMENT •Component level utilization baselines & profiles •Capacity Plan •Baselines & Profiles •Thresholds & Alarms •Capacity Reports •SLA recommendations •Costing & Charging recommendations •Proactive changes & service improvements •Revised operational schedule •Effectiveness reviews •Audit reports INPUTS SUB-PROCESS OUTPUTS NIRVANA…
Right Capacity, Right Time, Right Cost! • This is capacity management • Balances Cost against Capacity so minimises costs while maintaining quality of service
Thank You For Your Patience

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ITIL # Lecture 2

  • 1. Lec-2: ITIL Mr. Islahuddin Jalal MS (Cyber Security) – UKM Malaysia Research Title – 3C-CSIRT Model for Afghanistan BAKHTAR UNIVERSITY ‫باخترپوهنتون‬ ‫د‬
  • 3. Service Strategy • It is just the guidance for serving the customers by setting objectives and expectations of performance and to identify, select and prioritize opportunities. • Ensuring that organizations are in a position to handle the costs and risks associated with their service portfolios, and are set up not just for operational effectiveness but also for distinctive performance.
  • 4. Purpose of Service Strategy • It sets out guidance to all IT service providers and their customers, to help them operate and thrive in the long term by building a clear service strategy. • A fundamental acknowledgement that customers do not buy products, they buy the satisfaction of particular needs • The services provided must be perceived by the customer to deliver sufficient value in the form of outcomes that the customer wants to achieve.
  • 5. Service Strategy Development • Requires a precise understanding of: • What service should be offered? • Who the services should be offered to? • How the internal and external market places for their services should be developed? • How the customers and stakeholders will perceive and measure value? • How this value be created? • How customers will make service sourcing decisions with respect to use of different types of service providers • How the allocation of available resources will be tuned to optimal effect across the portfolio of services?
  • 6. Four Ps of Strategy • Perspective: the distinctive vision and direction • Position: the basis on which the provider will compete • Plan: How the provider will achieve their vision • Pattern: the fundamental way of doing things – distinctive patterns in decisions and actions over time
  • 7. Service Strategy has four activities Define the Market Develop the Offerings Develop Strategic Assets Prepare for Execution
  • 8. Service Assets • Resources • Things you buy or pay for • IT Infrastructure, people, money • Tangible Assets • Capabilities • Things you grow • Ability to carry out an activity • Intangible assets • Transform resources into Services
  • 9. Service Portfolio Management • Prioritises and manages investments and resource allocation • Proposed services are properly assessed • Business Case • Existing Services Assessed. • Outcomes: • Replace • Rationalise • Renew • Retire
  • 10. Service Design • How are we going to provide it? • How are we going to build it? • How are we going to test it? • How are we going to deploy it?
  • 11. Processes in Service Design • Availability Management • Capacity Management • Disaster Recovery Management • Supplier Management • Service Level Management • Information Security Management • Service Catalogue Management
  • 12. Service Level Management • Service Level Agreement • Operational Level Agreements • Internal • Underpinning Contracts • External Organisation • Supplier Management • Can be an annexe to a contract • Should be clear and fair and written in easy-to-understand, unambiguous language • Success of SLM • How many services have SLAs? • How does the number of breaches of SLA change over time (we hope it reduces!)?
  • 13. Things you might find in an SLA Service Description Hours of operation User Response times Incident Response times Resolution times Availability & Continuity targets Customer Responsibilities Critical operational periods Change Response Times
  • 14. Types of SLA • Service-based • All customers get same deal for same services • Customer-based • Different customers get different deal (and different cost) • Multi-level • These involve corporate, customer and service levels and avoid repetition
  • 15. Capacity Management • Process used to manage information technology (IT). • Its primary goal is to ensure that IT resources are • right-sized to meet current and future business requirements in a cost- effective manner • Capacity Management consists of three sub-process. • Business capacity management • Service capacity management • Resource capacity management
  • 16. •Configuration data •SLAs •Business plans / strategy •IS/IT plans / strategy •Business requirements/volumes •Operational schedules •Deployment / development plans •Forward Schedule of Changes •Incident/Problem reports •SLA breach reports •Budgets/Financial •BUSINESS CAPACITY MANAGEMENT Business requirement trends & forecasts •SERVICE CAPACITY MANAGEMENT •Monitor, analyze, tune & report on service performance •Establish baselines & profiles of service usage •Manage service demand •RESOURCE CAPACITY MANAGEMENT •Component level utilization baselines & profiles •Capacity Plan •Baselines & Profiles •Thresholds & Alarms •Capacity Reports •SLA recommendations •Costing & Charging recommendations •Proactive changes & service improvements •Revised operational schedule •Effectiveness reviews •Audit reports INPUTS SUB-PROCESS OUTPUTS NIRVANA…
  • 17. Right Capacity, Right Time, Right Cost! • This is capacity management • Balances Cost against Capacity so minimises costs while maintaining quality of service
  • 18. Thank You For Your Patience