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
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
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
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
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.
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
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
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
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.
Problem Management Workflow contd...• More to be added as enhancement