1. ITIL in One Hour
(with example)
Rajesh Verma
SHIKSHARTH.COM
(an education venture of Sunvision Software Technologies)
(very very basic conent)
Thanks to Rajat Bhatia (Certified ITIL Professional) for being Mentor
Copyrights, Sunvision Software Technologies
2. ITIL vs PMP
• PMP is for project management
• ITIL is for operation management
• Project has start and end date
• ITIL is on-going activity
• Project is unique, temporary, end date in nature.
• ITIL talks about Incident and Problems
3. ITIL History
• ITIL v2 in year 2000
• Currently ITIL in V3
• ITIL is just framework to manage Incidents and Problems organized way
• ITIL enables the Servicer Provider to standardized processes and operation
as per framework
4. Incident Management
• Two initial entity : Incident and Service Request
• Incident is occurrence of event which looks like problem @ Service
Consumer premises like Machine is hang, Outlook not working
• Service Request is request to new facility like requesting for Speaker
Phone, Request for change password
• Incident always have higher priority than Service Request. Off-course also
depends on business nature
• ITIL suggests to have SLA for incident P1/P2/P3/P4 in terms of hours e.g.
1/2/4/8 hours respectively. Few organizations call it S1/S2/S3/S4.
• P – Priority | S – Severity
• Service Request has lower priority e.g. 48 hours
• ITIL suggests to have Helpdesk or Service desk as per business need
• Service desk is more intelligent than Helpdesk
5. Workflow
• Incident is raised by Service consumer, say Cabin having 4 cubical has
network issue (say incident number is INC2012MAY0001).
• In this case incident can be raised by all cubical owner or one representing
all cubical
• Incident would be reported on Helpdesk and person sitting there is
Incident Manager (IM).
• IM shall ask the symptoms of problem and contact detail just like TIM
Portal or 197 of BSNL
• IM will search CMDB (configuration management database) also has
Knowledge database.
• Mostly the Incident nature shall be found in Knowledge DB and IM would
be able to resolve issue on call and close the incident.
• Suppose Incident nature is not found in Knowledge DB, IM shall update
the remark and forward to next stage i.e. Problem management.
6. Problem Management
Workflow contd...
• Now Problem Management comes in picture and person handling the
problem is called Problem Manager (PM)
• Now INC2012MAY0001 is visible PM’s Problem Log
• PM shall perform RCA to turn into KNOWN-ERROR which till now
UNKOWN
• Once the Problem is turned into KNOWN-ERROR, s/he shall implement the
solution
• In case of INC2012MAY0001, PM found that 4 ports at switch are faulty,
this finding would be treated as RCA (root cause analysis)
• Now resolution of 4 port faulty could be done in 2 ways
– Work around followed by permanent solution: by connecting 4 consumers in 4 available
ports in the rack
– Permanent Fix: by deploying new switch replacing the faulty one
7. Problem Management
Workflow contd...
• Resolution Type would be analysed and based on business impact decision
would be taken.
• Based on business criticality, PM opted the WORKAROUND solution and
updated the status as RESOLVED but not closed and sent to Change
Management
• The INC2012MAY0001 is now visible to Change Manager (CM) and CM
again does the analysis for business impact.
• CM finds that the business is not blocked but issue might come when
more number of consumers will come which is future.
• Decision has to be taken to invest on future.
• This decision is taken by CAB (Change advisory board), which has mostly
required stake-holders Chairman, Financial, Technical, Business and others
8. Problem Management
Workflow contd...
• Cost of impact would be calculated
– Looks like cost of switch is financial impact
– But not true, business might say that the TIME-WINDOW the switch shall be replaed
other 20 consumer shall be sitting idle which higher financial loss
• So he would suggest to execute this change request in non-business hours
like weekend or no-office hours
• To approve the Change Request CAB chairman would require approval by
all stake-holder. How/Who shall bring approvals is organization dependent
• Say Change Request is approved by CAB, now PM has to get new switch so
ASSET management (AM) comes in picture
• AM shall issue the switch and switch shall be installed in agreed CHANGE-
WINDOW time.
• Now PM would create record knowledge in Knowledge DB so that from
next time CM should be able to search @ incident is raised
9. Problem Management
Workflow contd...
• Usually CAB meeting occurs once or twice in a week
• Proactively PM shall block the switch affordable days till CAB meeting
happens to approve, additionally switch is available at appropriate time
• This might be the case the change request is highly critical and is
unaffordable to wait till CAB meeting to happen. In this case ECR
emergency CR is raised and CAB shall approve the ECR upon reception of
Approvals by all stake-holders on mail itself to move faster.
• AM shall always manage the min stock level of any ASSET depending on
business reuirement.
