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1、ITIL and the Service Desk“Using ITIL to Build an Effective Service Desk”Brady OrandColumn Technologies,The Business,What is ITIL?,ITIL The IT Infrastructure LibrarySet of books outlining best practicesOperational processes(Service Support)Tactical processes(Service Delivery)Applications ManagementTh
2、e Business PerspectiveICT Infrastructure ManagementSecurity ManagementThe Business PerspectiveOwned by the Office of Government Commerce in the UK(OGC)Publicly licensed(no fees to use or adopt)Developed in late 1980sde facto standard in Service Management by 1990s,The Technology,The BusinessPerspect
3、ive,Planning to Implement Service Management,ICTInfrastructureManagement,Service Management,ServiceDelivery,ServiceSupport,SecurityManagement,Application Management,The Technology,The Structure of ITIL,The Business,The BusinessPerspective,Planning to Implement Service Management,ICTInfrastructureMan
4、agement,Application Management,Service Management,ServiceDelivery,ServiceSupport,SecurityManagement,The seven books in the IT Infrastructure Library describe the processes that lie between the technology and the business that the technology enables.,ITIL Processes&Function,Service Delivery,Service S
5、upport,ITIL process are divided between Service Support and Service Delivery with the Service Desk being the primary point of contact between IT and the Users of IT services.,Service SupportOperational processesDay to day management of the environmentService DeliveryTactical processesPlanning proces
6、ses,Core ITIL Processes,Operational Processes,Tactical Processes,ITIL Defines two core books that describe the best practices for Service Support(Operational)and Service Delivery(Tactical)processes.Security Management,having had its roots in Availability Management is now described in a separate boo
7、k.,Security Processes,Service SupportService DeskFunction that is integral to Service SupportIncident ManagementProblem ManagementConfiguration ManagementChange ManagementRelease Management,Service DeliveryService Level ManagementFinancial ManagementCapacity ManagementAvailability ManagementIT Servi
8、ce Continuity Management,Security Management,Service Support Processes,To restore normal service operation as quickly as possible and minimize the adverse impact on business operations thus ensuring that the best possible levels of service quality and availability are maintained,To act as a central
9、point of contact between the User and IT Service Management.,To minimize the adverse impact of Incidents and Problems caused by errors in the infrastructure and to proactively prevent the occurrence of Incidents,Problems and errors,To provide a logical model of the IT infrastructure by identifying,c
10、ontrolling,maintaining and verifying the versions of all Configuration Items in existence,To ensure that standardized methods and procedures are used for efficient and prompt handling of all Changes,in order to minimize the impact of any related Incidents upon service.,To take a holistic view of a C
11、hange to an IT service and ensure that all aspects of a Release,both technical and non-technical,are considered together,Service Desk,IncidentManagement,ProblemManagement,ReleaseManagement,Service Delivery Processes,To maintain and gradually improve business aligned IT service quality through a cons
12、tant cycle of agreeing,monitoring,reporting and reviewing IT service achievements and through instigating actions to eradicate unacceptable levels of required services in a cost effective and justifiable manner,To provide cost-effective stewardship of the IT assets and financial resources used in pr
13、oviding IT Services,To optimize the capability of the IT Infrastructure,services and supporting organization to deliver a cost effective and sustained level of availability that enables the business to satisfy its business objectives,To ensure that cost-justifiable IT Capacity always exists and that
14、 it is matched to the current and future identified needs of the business,To support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within required and agreed business time scales,Service LevelManagement,Financia
15、lManagement,CapacityManagement,IT Service ContinuityManagement,ITIL Processes and the Service Desk,Incident Management ownershipCoordination of IncidentsCoordination of Resources to resolve Incidents,Service Desk,IncidentManagement,ProblemManagement,ReleaseManagement,Root cause determinationResolved
16、 Incidents/ProblemsPublication of Known ErrorsPublication of work aroundsKnowledge base development,Service ModelingImpact AssessmentCI Identification,Notification of ChangesForward Schedule of Changes,Updated CMDB,Change-related Incidents identifiedCompletion of Service Requests,Release Notificatio
17、nTrainingDocumentation,Release Acceptance,ITIL Processes and the Service Desk,Service LevelsRequired response timesBusiness priorityBusiness impact,Service Desk,Financial constraintsFundingBudgeting,Agreements to support SLAsOLAs UCs,Service LevelManagement,FinancialManagement,Opportunities for impr
18、oved service at lower cost,CapacityManagement,IT Service ContinuityManagement,How to Get Started,Strategic ApproachEducationITIL FoundationsITIL PractitionerITIL Service ManagerEstablish VisionService DevelopmentRoadmap and VisionProject plan to implementationAwareness planCulture Transformation,Tac
19、tical ApproachIntegrate Service Desk and Incident ManagementDevelop Problem Management processDevelop Configuration Management processApproach other individual processesChange ManagementService Level ManagementRelease ManagementEducation!,The best approach to IT Service Management is to have all sta
20、keholders on board and have cooperation from the entire organization.However,this is not always an option,Improving a Process,Figure-Process Improvement Model,Process improvement is a process itself involving constant assessment and measurement.,PeopleProcessTechnologyDocumentation,Service Definitio
21、nEducationAwarenessCommunication,DesignCommunicationDocumentation,Process ImplementationMeasurementReporting,Service Manager Certification,ITIL Learning Path,Practitioner Certifications,Service Desk/Incident Management,ProblemManagement,ChangeManagement,AvailabilityManagement,ConfigurationManagement
22、,ServiceDelivery,Security Management,FinancialManagement,Service LevelManagement,CapacityManagement,ServiceSupport,ITILAwareness,ITILFoundation,ITIL FoundationCertification Test,ITIL ManagerCertificationTest,ITIL PractitionerCertificationTest,The ITIL certification path starts with the Foundations e
23、xam and can lead to in-depth certifications in specific areas or overall mastery through the Managers certification.,Recommended for Service Desk Managers&Leads,How the Service Desk can Benefit from ITIL,Improved first-call resolution ratesKnowledge provided by Problem ManagementImproved impact asse
24、ssmentCMDB provided by Configuration ManagementImproved response in accordance to business priorityBusiness priorities determined by Service Level ManagementImproved ability to manage ChangesService Request definitions provided by Change ManagementImproved communication to UsersAssurance that no request is lost,forgotten,or ignoredImproved perception of IT&higher quality of IT ServicesAll processes work together to ensure high quality of service,ITIL helps alleviate many of the main challenges in IT today specifically understanding and communicating the value that IT adds to the business.,
