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สวฒน หลายเจรญทรพยsuwat@itsmf.or.th

11 พฤศจกายน 2553

ITIL (Information Technology Infrastructure Library)

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สวฒน หลายเจรญทรพย CISM®, ITIL®

ประสบการณในวงการเทคโนโลยสารสนเทศมากกวา 36 ป

เคยรวมงานกบบรษทไอบเอม (ประเทศไทย) 31 ป

กรรมการท&ปรกษาสมาคม ISACA Bangkok Chapter

กรรมการผกอต.งและเลขานการสมาคม itSMF Thailand

ผพพากษาสมทบ และผประนประนอม ศาลทรพยสนทางปญญาและการคาระหวางประเทศกลาง

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กาหนดการ เวลา หวขอ10:00-10:30 แนะนาสมาคมฯ10:31-11:30 ความรเบ.องตน ITIL

11:31-12:00 ถาม ตอบ

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Introduction

สมาคม ไอทเอสเอมเอฟ ประเทศไทย

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What is …..� itSMF Thailand?

� itSMF International?

� ITSM?

� ISO/IEC 20000?

� ITIL?

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What is ITIL?� In the 1980’s IBM published a document entitled “A Management System for

Information Systems”

� The UK Government’s Central Computer and Telecommunications Agency utilized this document as the basis for version 1 of the Government Information Technology Infrastructure Management Methodology (GITMM)

� Further changes led to the GITMM becoming version 2 of the Information Technology Infrastructure Library (ITIL)

� In May, 2007 version 3 was released with 5 core texts:Service DesignService StrategyService TransitionService OperationContinual Service Improvement

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� Simply, ITIL is a set of best practice concepts and techniques for managing information technology infrastructure, development and operations

� The names “ITIL” and “IT Infrastructure Library” are registered trademarks of the UK Government’s Office of Government Commerce (OGC)

ITIL certification is only available for individuals:

� The Foundation Certificate enables people to understand the terminology used within ITIL. It focuses on foundation knowledge with regard to the ITIL Service Support and Service Delivery sets as well as generic ITIL philosophy and background and is a prerequisite for the Practitioner's and Manager's Certificates

� The Intermediate Certificate focuses upon the understanding and application of the specific processes within the service management discipline

� The Advance Certificate is aimed at experienced professionals, who will be involved in managing service management functions

What is ITIL? (continued)

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What is ISO/IEC 20000?� ISO/IEC 20000 is the first worldwide auditable standard specifically aimed at IT

Service Management. It describes an integrated set of management processes for the effective delivery of services to the business and its customers

� ISO/IEC 20000 is aligned with and complementary to some of the processes defined within ITIL from the Office of Government Commerce (OGC)

While the ISO/IEC 20000 certification is granted to an organization, individuals can also obtain certification:

� Two certifications owned and authorized by itSMF are the ISO/IEC 20000 Auditor Certificate and the ISO/IEC 20000 Consultant Certificate

� EXIN (Examination Institute for Information Science) offers the Service Quality Management Foundation (SQMF) and the Service Quality Advanced (SQMA) based on ISO/IEC 20000. However, a prerequisite is an ITIL Foundation Certification

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� Can ISO/IEC 20000 replace ITIL?ITIL is all about best IT management practices covering infrastructure, development and operations while ISO/IEC 20000 is an international standard focused on managing the ongoing service support and service delivery of IT to the business

� Why ISO/IEC 20000 if ITIL covers more?Public Relations - businesses need a service compliance benchmark to demonstrate to stakeholders how they measure up against a recognized standard and their competition

Key Questions

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Certified Organizations

(http://www.isoiec20000certification.com)

� Australia (5)� Austria (9)� Botswana (1)� Brazil (6)� Bulgaria (4)� China (95)� Colombia (4)� Croatia (1)� Czech Republic (16)� Denmark (2)� Estonia (1)� Finland (2)� France (4)� Germany (34)� Hong Kong (15)� Hungary (1)� India (47)� Ireland (2)

• Italy (10)• Japan (87)• Kuwait (1)• Latvia (3)• Liechtenstein (1)• Lithuania (3)• Luxembourg (1)

Macedonia (5)• Malaysia (7)• Mexico (1)• Netherlands (5)• Norway (1)• Philippines (2)• Poland (6)• Qatar (2)• Russia (0)• Saudi Arabia (1)• Singapore (3)

• Slovakia (3)• South Korea (37)• Spain (8)• Sri Lanka (1)• Sweden (1)• Switzerland (13)• Taiwan (24)• Thailand (4)• Turkey (1)• UK (55)• Undisclosed (1)• United Arab Emirates (7)• USA (29)

• Total: (572)

(+4)

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What is ITSM?� Is an acronym for Information Technology Service

Management� No one author or organization owns the term� It is used interchangeably with ITIL and ISO/IEC 20000� There are a variety of proprietary approaches (methodologies)

utilizing this acronym available from IT service providers, consultants and research firms

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PERFORMANCE: business goals

CONFORMANCEBasel II, Sarbanes-Oxley Act, etc

“Enterprise Governance”

“IT Governance”

ISO9000

ISO27000

ISO20000

Best practice/ standards

QAProcedures

Processes and Procedures

Drivers

COBIT®

COSO

Security Principles ITIL

Balanced Scorecard

Quality Management InfrastructureITIL/ISO20000 Positioning

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What is itSMF International?� The IT Service Management Forum (itSMF) is a global,

independent, internationally recognized not-for-profit organization dedicated to IT Service Management

� itSMF is wholly owned and principally run by its membership. It consists of a growing number of national chapters, each with a large degree of autonomy but adhering to a common code of conduct

� Currently there are 52 chapters with over 6,000 member companies and in excess of 40,000 individual members worldwide

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What are itSMF International aims?� To develop and promote industry best practice in service

management

� To engender professionalism within service management personnel

� To provide a vehicle for helping members improve service performance

� To provide members with a relevant forum in which to exchange information and share experiences with their peers on both sides of the industry

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Relationship between ISO/IEC 20000 and itSMF

� itSMF created, owns and manages the ISO/IEC 20000 IT Service Management Certification Scheme which provides independent verification of practices against ISO/IEC 20000

� itSMF reviews the qualifications and subsequently grants permission for organizations to operate as a Registered Certification Body (RCB)

� Two certifications owned and authorized by itSMF are the ISO/IEC 20000 Auditor Certificate and the ISO/IEC 20000 Consultant Certificate

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What is itSMF Thailand?� In mid-2007 after 2+ years of effort by a small team of IT professionals, itSMF

Thailand was officially approved as the 44th chapter

� In 2008, 5 Seminars have been conducted and the second annual conference on October 16th at the Swissotel-le Concorde

� In 2009 quarterly seminars have been conducted and third annual conference on October 20th at the Swissotel-le Concorde.

� In 2010 quarterly seminars have been conducted and fourth annual conference on October 13th at the Swissotel-le Concorde.

� Conducted ITIL Foundation course for CU in 2009 & 2010 and CMU in 2010

� There are currently 69 members of the chapter.

h // i f h/

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Chairman นายกสมาคม Lance Stanford

Vice Chairman อปนายก สทธชย เปรมศรนรนดร

Secretary เลขานการ สวฒน หลายเจรญทรพย

Marketing การตลาด Gonzague Patinier

Membership สมาชก Eralp Gullep

Education วชาการ

Treasury เหรญญก วลาวลย วรรกษธนานนท

Publication/Newsletter John Bickelส&งพมพและวารสารDirectors กรรมการ Martijn Snepvanger

สมหมาย เดชอมรชยธาราวด จมากร

itSMF Thailand Board กรรมการสมาคมฯ

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The overall objectives of itSMF Thailand are:

� to develop, accumulate, and disseminate knowledge and best practices of ITIL and related areas;

� to encourage the growth, standardization and recognition of ISO/IEC 20000 throughout the industry;

� to recognize individuals and organizations who make significant contributions to the advancement of best practices, standards and professionalism in the service management arena;

� to provide our membership with a forum that enables them to exchange and share their views and experiences on ISO/IEC 20000 and related areas; and

� to be an active member of itSMF International and the itSMF global community

itSMF Thailand Objectives

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1. สงเสรมการศกษาและเพ&มพนความร ความชานาญของสมาชกท&ประกอบวชาชพเก&ยวของกบการใหบรการงานคอมพวเตอร

2. สนบสนนการแลกเปล&ยนเทคนคการใหบรการงานคอมพวเตอร ขอคดเหนและการแกไขปญหาระหวางสมาชก

3. เผยแพรขาวสารความกาวหนาดานการใหบรการงานคอมพวเตอร ซ& งจะเปนประโยชนตอสมาชกโดยตรงตลอดจนผ รวมงาน

4. เนนใหผบรหารและผประกอบวชาชพดานการใหบรการงานคอมพวเตอรไดเหนความสาคญในกระบวนการ (process) การใหบรการงานคอมพวเตอรเพ&อสรางเสรมประสทธภาพขององคการและดแลใหการใชทรพยากรมประโยชนสงสด

วตถประสงคของสมาคมฯ

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ขอมลอางอง• www.isaca.org

www.isaca-bangkok.org สมาคมผตรวจสอบและควบคมระบบ

สารสนเทศ ภาคพ+นกรงเทพฯ

• www.itSMF.orgwww.itSMF.or.th

สมาคมไอทเอสเอมเอฟ ประเทศไทย ITIL®

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ขอมลอางอง ITSM, ITIL®

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Organisations will consider and use a variety of IT models, standards and best practices. These must be understood in order to consider how they can be used together, with COBIT acting as the consolidator (‘umbrella’).

COBIT

ISO 9000

ISO 270000

ITILISO 20000

COSO

WHAT HOW

COBIT and Other IT Management Frameworks

SCOPE OF COVERAGE

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ITIL is the top of IT strategy today

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Overview

People

Services

Information

Technology Processes

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Service Assets� Resources

• Things you buy or pay for• IT Infrastructure, financial capital, application,

information, people• Tangible Assets

� Capabilities• Things you grow• Management, organization, process, knowledge, people• Ability to carry out an activity• Intangible assets• Transform resources into Services

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Information Criteria� Effectiveness ประสทธผล� Efficiency ประสทธภาพ� Confidentiality การรกษาความลบ� Integrity ความครบถวนถกตอง� Availability สภาพพรอมใชงาน� Compliance การปฏบตตามกฎ � Reliability ความเช&อถอได

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Business Drivers for the Use of IT Best Practices

Source: Aligning COBIT, ITIL and ISO 17799 for Business Benefit28

Board Briefing on IT Governance, 2nd Edition, IT Governance Institute, 2003

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What is ITIL?� Systematic approach to high quality IT service

delivery� Documented best practice for IT Service

Management (ITSM)� Provides common language with well-defined terms� Developed in 1980s by what is now The Office of

Government Commerce (OGC)� itSMF also involved in maintaining best practice

documentation in ITIL• itSMF is global, independent, not-for-profit

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History ‘til V3� ITIL started in 80s.

• 40 publications� V2 came along in 1999-2006

• Still Large and complex• 8 Books• Talks about what you should do

� V3 in 2007• Much simplified and rationalised to 5 books• Much clearer guidance on how to provide service• Easier, more modular accreditation paths• Keeps tactical and operational guidance• Gives more prominence to strategic ITIL guidance relevant to senior

staff• Aligned with ISO20000 standard for service management

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Business

Technology

ITIL – Planning to Implement Service Management

The Business Perspective

Application Management

ICT Infrastructure Management

Service Management

Service Delivery

Service Support

Security ManagementSoftware Asset ManagementSoftware Asset Management

ITIL V2 – IT Service Management Best Practices

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What ITIL (V2) is Service management focuses on the tactical and

operational processes of service support and service delivery and their relationships

CapacityManagement

AvailabilityManagement

Service LevelManagement

ReleaseManagement

ChangeManagement

ProblemManagement

IncidentManagement

ConfigurationManagement

FinancialManagement

IT ServiceContinuity

Service Support - Providestability and flexibility for IT

service provision

Service Delivery -Provide quality, cost-effective IT Services

SecurityManagement

Tactical

Operational

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ReleaseManagement

ConfigurationManagement

SERVICESUPPORT

ChangeManagement

IncidentManagement

ProblemManagement

FinancialManagement

SERVICEDELIVERY

Service LevelManagement

IT Service ContinuityManagement

AvailabilityManagement

CapacityManagement

•SLAs, SLRs, OLAs•Service reports•Service Catalogue•SIP•Exception Reports

•Financial Plan•Types and models•Costs and Charges•Reports•Budgets, Forecasts

•Capacity Plan•Targets/Thresholds•Capacity Reports•Schedules

•Availability Plan•Design criteria•Targets/Thresholds•Reports

•IT Continuity Plans•Risk Analysis•Requirements Def’n•DR contracts•Reports

•Registration•Authorisation•Planning•Control•Evaluation

•Storage•Release build•Distribution•Implementation

•Incident Control•Problem control•Error control•Pro-active PM•Management reporting

•Identification•Control•Status accounting•Verification

•Incident Control•Daily contact between IT & Users•Business support•M’gmt reporting

Central Point of Contact between Users and IT

ServiceDesk

ITIL V2 Framework

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ITIL Process Implementation Priority

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How the Lifecycle stages fit together

ServiceTransition

Continual ServiceImprovement

Contin

ual S

ervice

Impr

ovem

ent

Continual Service

Improvem

ent

ServiceOperation

ServiceDesign

ServiceStrategies

ITIL

Governance MethodsStandards Alignment

Case StudiesTem

plates

Scal

abili

ty

Quick Wins

Qualifications

Study Aids

Knowledge &

Skills

Spec

ialty

Top

ics

Executive Introduction

ServiceTransition

Continual ServiceImprovement

Contin

ual S

ervice

Impr

ovem

ent

Continual Service

Improvem

ent

ServiceOperation

ServiceDesign

ServiceStrategies

ITIL

ServiceTransition

Continual ServiceImprovement

Contin

ual S

ervice

Impr

ovem

ent

Continual Service

Improvem

ent

ServiceOperation

ServiceDesign

ServiceStrategies

ITIL

Governance MethodsStandards Alignment

Case StudiesTem

plates

Scal

abili

ty

Quick Wins

Qualifications

Study Aids

Knowledge &

Skills

Spec

ialty

Top

ics

Executive Introduction

Governance MethodsStandards Alignment

Case StudiesTem

plates

Scal

abili

ty

Quick Wins

Qualifications

Study Aids

Knowledge &

Skills

Spec

ialty

Top

ics

Executive Introduction

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The Service Lifecycle V3• Service Strategy (4)

– Strategy generation– Financial management– Service portfolio

management– Demand management

• Service Design (7)– Capacity, Availability, Info

Security management– Service level, Service

catalogue, Supplier management

– IT Service Continuity management

• Service Transition (7)– Planning & Support– Release & Deployment

– Asset & Configuration management

– Change management– Validation & testing– Evaluation– Knowledge management

• Service Operation (5)– Problem , Incident

management– Request fulfilment– Event, Access management

• Continual Service Improvement (3)– 7-step improvement process– Service measurement– Service Reporting

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Processes & Functions in v3Process

7-Step Improvement Process Access Management Availability Management Capacity Management Change Management Demand Management Evaluation Event Management Financial Management Incident management Information Security Management IT Service Continuity Management Knowledge Management Problem Management Release and Deployment Management

Request Fulfillment Service Asset and Configuration Management Service Catalogue Management Service Level Management Service Measurement Service Portfolio Management Service Reporting Service Validation and Testing Service Strategy (strategy generation) Supplier Management Transition Planning and Support

FunctionApplication Management IT Operation Management Service Desk Technical Management

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Source : ILX Group

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Benefits of ITIL� Adopting ITIL guidance can provide such benefits as:

� Continuous improvement in the delivery of quality IT services� Reduced long term costs through improved Return On Investment

through process improvement� Demonstrable Value For Money to the business, the board and

stakeholders, through greater efficiency� Reduced risk of not meeting business objectives, through the

delivery of rapidly recoverable, consistent services� Improved communication and better working relationships

between IT and the business� The ability to absorb a higher rate of Change with an improved,

measurable rate of success� Processes and procedures that can be audited for compliance to

“best practice” guidelines

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Key Concepts� Service

• Delivers value to customer by facilitating outcomes customers want to achieve without ownership of the specific costs and risks

• e.g. The vendor backup service means that you don’t have to care about how much tapes, disks or robots cost and you don’t have to worry if one of the vendor staff is off sick or leaves

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4 Ps of Service Management� People – skills, training, communication� Processes – actions, activities, changes, goals� Products – tools, monitor, measure, improve� Partners – specialist suppliers

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The IBM Tivoli Unified Process helps you get started

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ระดบCertificationของITIL

44Foundation, Capability, Lifecycle, Expert, and Master

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ITIL Foundation v3 Course

Student Guide

IT Infrastructure Library (ITIL) Foundations v3Student’s Training Guide

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Course Description� Present the basic concepts in ITIL® Service

Management� Prepare the student for the ITIL® Foundation

certificate in IT Service Management.�Obtain knowledge of the ITIL terminology,

structure, and basic concepts�Comprehend the core principles of ITIL practices

for Service Management.

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Course Objectives� Upon completion of this course, you will be able to:

• Define ITIL terminology, structure, and basic concepts including:• ITIL Service Strategy• ITIL Service Design• ITIL Service Transition• ITIL Service Operation• ITIL Continual Service Improvement

• Explain the core principles of ITIL practices for Service Management• Describe the ITIL management framework• Successfully complete the ITIL Foundations Practice Certification

Exam in preparation for ITIL Foundations Certification Exam

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Audience� The target group of the ITIL Foundation certificate in

IT Service Management is:

� Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.

� IT professionals who are working within an organization that has adopted and adapted ITIL and who need to be informed about and thereafter contribute to an ongoing service improvement program.

�The target group may include, but is not limited to, IT professionals, business managers, and business process owners.

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