ITIL vs. MOF Service Management This page helps you score high on exams by in-depth comparison of the ITIL Service Management standard vs. the MOF (Microsoft Operations Framework) in a susinct way that does not simply rehash other documents. ITIL

Topics This Page: What is ITIL? Why - Benefits Disciplines MOF   Roles MOF Org. Controls Org. Assessments Individual Certs Assets by Func. Your comments???

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What is ITIL, ISO/IEC 20000, and MOF? ITIL (pronounced "eye-till") stands for "IT Infrastructure Library". It is called a "library" because effort began as a set of 5 books documenting each discipline's vocabulary around a "framework" of processes, and "best practice" guidelines for IT (Information Technology) Service Management published in Norwich, England, by The Stationery Office (TSO) of the UK OGC (Office of Government Commerce). Although ITIL has been widely adopted as a de-facto standard used for self-assessments , in 1991 the independent non-for-profit itSMF (it Service Management Forum) was formed to formally define British Standard BS 15000 so that accessors such as BSI have a basis to evaluate Service Management vendor organizations in the UK. Its affliates in the US and other countries also certify individuals Although expensive as books go, ITIL books are not "proprietary" in that organizations need not have permission or license from the OGC to benefit from ITIL. ITIL books aim to be "descriptive" in that they describes the "what", not the "how" like the "prescriptive" Microsoft Operations Framework (MOF) which extends and adapts the 11 ITILv2/ISO 20000 functions to 22 Service Management Functions (SMFs) MOF groups into four Quadrants reminiscient of capability maturity levels separated by explicit management reviews Other (perhaps competing) standards for good practice include COBIT (Control Objectives for IT) V4 on IT governance and Sarbanes-Oxley on corporate governance, Six Sigma, CMMI, P3M3 (OGC's portfolio, programme and project management maturity model), PRINCE2 (Projects IN Controlled Environments -- a method that supports some selected aspects of project management), EFQM, eTOM (Enhanced Telecommunications Map), eSCM, ISO 12207, BS 8600, ISO 15505, COPC-2000, ISO 15288.

Differences between British English (en-GB) and American (en-US) spelling: British American Colour Color Organisation Organization Catalogue Catalog Tyre Tire Tranche Track Enquiries Inquiries Portals itil.co.uk is the official home of the IT Infrastructure Library. ITIL Community Forum en.itsmportal.net ITIL and ITSM World was one of the very earliest ITIL related websites focusing on ITIL. 15000.net, the ITIL and ISO 20000 Forum is the first independent self styled user community dedicated to ITIL. IT Survival FREE ITIL Fundamentals 5-hour on-line class professionally developed and offered at HP

Why Bother? The Benefits of Adopting ITIL IT Managers train employees in ITIL and pay them to do more paperwork clarifying functions, roles, processes, and activities hoping to achieve these objectives of Service Strategy: patterns(consistent) planning(execution) positions(high-end) perspective(best in class) more systematic approaches to planning, development, delivery, and support of IT services. IT Customer (Business) focus, with aligned goals, IT as an enabler of business, a SPOC (Single Point of Contact) in the Service Desk. Operational Excellence with Predictable Outcomes through Process Orientation. Optimized Cost/performance: IT spending in the context of business needs, matching IT service cost to business value. According to ITIL experts Kevin Behr and Gene Kim on BetterManagement.com Many high-profile U.S. organizations have adopted the best practices described in ITIL and BS15000. Companies such as Proctor and Gamble, IBM, Caterpillar, Shell Oil, Boeing, and the Internal Revenue Service have all reported great success and significant operational cost savings as a direct result of ITIL adoption. Proctor and Gamble publicly attributes nearly $125 million in IT cost savings per year to the adoption of ITIL, constituting nearly 10% of their annual IT budget. Similarly, Shell Oil utilized ITIL best practices when they overhauled their global desktop PC consolidation project, encompassing 80,000 desktops. After this project was completed, they can now do software upgrades in less than 72 hours, potentially saving 6000 man-days and 5 million dollars.

ITIL Terminology -- Confusing? Companies pay their employees to obtain individual certification to ensure that everyone within the organization understand each other's jargon. This commonality reaches across 19 language because of translation for every ITIL word and acronymn. Arabic, Brazilian Portuguese, Czech, Danish, Dutch, European Spanish, Finnish, French, German, Hebrew, Hungarian, Italian, Polish, Swedish Chinese (Simplified), Chinese (Traditional), Japanese, Korean Some ITIL's definitions are so conceptual (academic) that they don't make sense at first, so memorize them just to pass the test. Some ITILv3 definitions to remember: A "role" is a set of responsibilities for a person or team. "Capabilities" consists of functions and processes. A "function" is a related collection of people (units of organizations) specialized to perform certain types of work and responsible for specific outcomes. Each function is responsible for implementing an activity or process. Each "process" defines a structured set of activities designed to accomplish a specific set of objectives. "Value" is a combination of utility and warranty. "Utility" is functionality offered by the service to meet a particular need (offers good fit for purpose). "Warranty" are promises or guarantees that a service will meet its agreed requirements (offers good fit for use) -- availability, capacity, security, etc.. A "process owner" is the role responsible for ensuring that a process is fit for purpose. Defines processes Assists in process design Reviews process strategy A "process manager" is the role responsible for the operational management of a process. A "service owner" is the role responsible for the initiation, transition and ongoing maintenance and support of a particular service. Coordinates with other owners Ensures delivery meets requirements Identifies opportunities for improvement "Service Management" is a set of specialized organizational capabilities for providing value to customers in the form of services. "Services" is the "means of delivering value to customers by facilitating outcomes customers want to achieve, without the ownership of specific costs and risks." A lot of ITIL is about giving names to groups of seemingly random concepts together. ITILv2 (which is generally equivalent to the ISO/IEC 20000 standard) made a big deal of separating functions among SS and SD (Service Support from Service Delivery). The definitions of these clasifications confused people even further: Service Support = operational execution Service Delivery = tactical planning and control This classification is used to separate ITILv2 EXIN exam modules ITSS and ITSD. Thankfully, the ITILv2 acronym SD (for "Service Design") was changed to mean "Service Delivery" during the May 2007 ITIL Refresh (ITIL version 3), which introduced life-cycles -- Service Strategy at the core, Design > Transition > Operations, and Continual Service Improvement surrounding everything because it manages interaction between phases. $199.50 Service Strategy 276 pages $199.50 Service Design 334 pages $199.50 Service Transition 261 pages $199.50 Service Operation 262 pages $199.50 Continual Service Improvement 221 pages

This page contains all the acronymns and words in these FREE itSMF pubs: ITILv3 Acronyms ITILv3 Glossary OGC Glossary v06 Mar 2008 itSMF Pocket Guide - Introductory Overview of ITIL v2 Official Introduction to the Itil Service Lifecycle (2007:TSO) 238 pages Foundations of IT Service Management Based on ITIL? V3 (English version) (2007:Inform-IT)

Certification of Individuals Since Oct. 2000, Individuals are qualified by the British ISEB (Information Systems Examinations Board) administered by two Examination Institutes: BCS (British Computer Society) ISEB EXIN (Examination Institute for Information Science) in the Netherlands (which also defined ASL, CMM, MOF, ISPL, TMap, and DSDM exams). Email: info@exin-exams.com EXIN accredits training providers such as: $325 ITIL YaBrady online (6 months) includes a 400 page book and 4 full sample exams $495 InteQ on-line (60 days access to 1 full exam) and in Bedford, MA HP (which uses this simulation). $499 on-line 16-hour by itsmacademy.com in Ft. Lauderdale, FL and Dallas, TX $1795 by westlaketraining.com in DC $1895 Global Knowledge. itsmsolutions.com in Lexington, NC BMC in Atlanta, GA; Dallas, TX; Irvine, CA; Naperville, IL ITpreneurs.com from the Netherlands (Denmark) interpromusa.com and interfacett.com in Phoenix, AZ Maryville in St. Louis, MO learningtree.com centers nationwide newhorizons.com centers throughout the US paconsulting.com in Cambridge, MA pinkelephant.com QinetiQ-NA.com in Reston, VA quintgroup.com in Miami Beach, FL rswenterprises.com (FOX IT ATP) thirdsky.com UnitedTraining.com in Salem, NH verisassociates.com in Landsdale, NH xasystems.com in VA zenetex.com in Herndon, VA trains ISO 20000 as well. Verhoef in West Caldwell, NJ The differences among the two chains of centers administering tests: $160+tax at Pearson VUE, which has a easier website $165+tax at Prometric, which have more centers. The EXIN ITIL Foundation Certificate entry-level qualification is gained by correctly answering 26 out of 40 question multiple choice questions during the one hour Prometric exam EX0-101 (ITV3F) or older ITILv2 exam EX0-100 (ITILF), at the end of a 3-day course offered by an accredited provider. Foundation certification is a prerequisite to the 60 minute, 40 multiple-choice question Prometric EX0-102 Essentials Certificate in Microsoft Operations Framework exam introduced June 22, 2005 The ITILv3 Expert certification is obtained by taking the ITILv3 capstone ITV3MLC "Managing Accross the Lifecycle" exam after taking 4 or 5 intermediate exams. EXIN Practitioner's Certificates for 7 specific ITILv2 disciplines/processes are gained through a 2-3 day training and passing a 2 hour 40 multiple-choice question exam based on a case-study. The ITILv3 Master certification is in development as of Jan 2009. Early drafts elude to a peer evaluation to verify demonstration of practional application experience, especially around cultural and organizational change. EXIN Service Manager's Certificate is the highest ITILv2 qualification for experienced IT pros gained by passing two ( Service Support and Service Delivery) $220, three-hour, five-question, written exams taken after attending an accredited 10 day (two week) training program. On Dec 1, 2006, this itSMF US page notes that Current pass rates nationally are averaging 97% on Foundations, and 47% on the Managers exams. Voluntary ITIL Certification Register

This section distills the ITILv3 Qualifications Scheme The book recommended by EXIN for ITILv2 exam preparations is: $50 Foundations of IT Service Management, based on ITIL, 2nd Ed. (Bernan Assoc, 15 September, 2005, 231 page paperback) by Jan van Bon (editor), M. Pieper, A. van der Veen is based on the latest edition of the ITIL books on Service Support, Service Delivery and Security Management. The book fully covers the official syllabus of the ITIL Foundations exam as set by the ITIL Certification Management Board. It contains a chapter on exam preparation. This book is the 2nd edition to: IT Service Management: An Introduction by Jan Van Bon, George Kemmerling, Dick Pondman Cap Mgmtr 3-day class for $1,695 New Horizona Minnesota PRINCE2 Process Model Wall Chart [Registration Required] ITIL Process Map Wallchart PRINCE2 Process Map Wallchart MSP Templates PRINCE2 Templates 1-903494-00-1 APM (Association for Project Management) Body of Knowledge (Bok) version 4 1-903494-00-1 APM (Association for Project Management) Body of Knowledge (Bok) version 5 apm.org.uk 0113300174 Service Delivery, Capacity Management Norwich/London: OGC/ The Stationery Office, 2001 ITIL Service Support and Service Delivery Process Model double-sided Map Key Skills ILX (December 1, 2005) from Mindscope David Pultorak The ITIL Community Forum sells a $199 ITIL ToolKit

Subject Area Functions in Intermediate Exams 90-minute ITILv3 Intermediate exams structured around the life-cycle concept are worth 3 points. Capability exams are 4 points. ITILv3 Lifecycle 30 Subject Areas ITILv3 Capacity ITILv2 ITV3SS Service Strategy ? Service Portfolio Management (SPM) ? Demand Management ? IT Financial Management ITV3SOA Service Offerings & Agreements IPAD Agree & Define ITV3SD Service Design ? Service Catalogue Management ? Service Level Management ? Supplier Management ? Availability Management ? Capacity Management ? IT Service Continuity Management ? Information Security Management ITV3PPO Planning Protecting and Optimizing IPPI Plan & Improve - ? Risk Management ITV3ST Service Transition ? Transition planning and support - - ? Knowledge Management ? Service Asset and Configuration Management (SACM) ? Service Evaluation ? Service Validation and Testing ? Change Management ? Service Release and Deployment Management ITV3RCV Release, Control & Validation ITRC Release & Control ITV3SO Service Operation ? Monitoring and Control (IT Operations Control) - - ? Event Management ? Incident Management ? Request Fulfillment ? Problem Management ? Access Management ? Service Desk ? IT Operations Management ITV3OSA Operational Support & Analysis ITSR Support & Restore - ? Technology Management ? Application Management ITV3CSI Continual Service Improvement ? The 7-Step Improvement Process ? Service Reporting - - - ? Strategy Generation ՠ Facilities Management ՠ Business Relationship Management ՠ Component Capacity Management ՠ crisis management ՠ Quality Assurance ՠ Release Management - - NOTE: "Technology Management" is sometimes written as "Technical Management".

Assets (Artifacts) by Process/Function/Service In my opinion, one of the greatest contributions of ITIL is its standardization of assets and the Processes and Services who "own" them, which might prevent or clear up a lot of territorial in-fighting. However, the list of ownership below is compiled from indirect reference the literature. ITIL defines "Service Assets" as a combination of capabilities and resources that provide value to customers to achieve their business desired outcomes. SKMS (Service Knowledge Management System) is the superset of all databases. It captures organizational learning from Data to Information to Knowledge to Wisdom (DIKW), although wisdom cannot be stored. Service Catalogue SLR (Service Level Requirements) SDP (Service Design Package) SLAs (Service Level Agreements) and OLAs (Operational Level Agreements) among internal departments SCD (Supplier and Contract Database) Incident Management issues RFWs (Requests for Work). Service (Help) Desk owns the Incident database which tracks user events, requests, and enquiries (British for inquiries). Demand Management publishes the analysis on PBAs (Patterns of Business Activity) Problem Management owns the Known Error database (KEDB) Configuration Management (Software Control and Distribution) owns the CMDB (Configuration Management Data Base). Change Management broadcasts the CS (Change Schedule) and FSC (Forward Schedule of Change) and PSA (Projected Service Availability). Release Management owns the DHS (Definitive Hardware Store), a secure storage location that contains duplicate copies of hardware configuration items and assemblies, and DSL (Definitive Software Library) of (Media, Naming convention, Environments supported, Security arrangements, Scope, Retention period, Audit procedures, etc.) containing SCI (Software Configuration Items) — A configuration item that is software based and either developed internally or purchased externally. It is owned by the Configuration Librarian, who has authority to update CI's (configuration items) in the CMDB. Each CI can be Connected to, Part of, Copy of (have relationships with) other CI. Capacity Management owns the Capacity Plan in the CDB (Capacity Data Base), which contains a record of capacity management activities. DML (Definitive Media Library) SIP (Service Improvement Plan) BCP (Business Continuity Plan) Information Security Management manages the ISMS (Information Security Management System) ITILv3 added the concept that strategic information are assets as well, owned by the ISG (IT Strategy Group) introduced by ITILv3.

This A3-sized "wall chart" from Key Skills ILX (UK) provides a visual presentation of how various ITILv2 assets fit together. It's double-sided, so order 2 at a time.

Metrics of Measurement The purposes of measurement has memonoic - VDJI for Validate, Direct, Justify, Intervene. Measurement design metrics has a memonic - PCEE for Progress-milestones, Compliance-regulation, Effectiveness-accuracy, Efficiency-productivity

Certification of ITIL Products The other great thing about ITIL is that standardization has encouraged development of automated tools because a company doesn't have to invent their own terminology which customers may or may not adopt. newscale Numara FootPrints Products for ITIL are certified by Pink Elephant at $60,000 per year

ITIL Controls At its core, ITIL is about effective IT Gonvernance controls: Preventive Controls: Separation of Duties Authorization Processes Enforcement of Policies Detective Controls: Reconciliation of Authorized vs. Actual Evidence when preventive controls failed Separation of Duties Corrective Controls: Recovery Processes

Metrics for IT Service Management (Jan, 2006:Van Haren) by Peter Brooks Measuring ITIL: Measuring, Reporting and Modeling - the IT Service Management Metrics That Matter Most to IT Senior Executives (Paperback) (2001) by Randy A. Steinberg [RandyASteinberg (at) aol.com]

ITIL Organizational Assessments 18 page $234.23 ISO 20000-1:2005 is based on BS 15000-1:2002 IT Service Management (Part 1: Specification for Service Management) 30 page $204.95 ISO 20000-2:2005 is based on BS 15000-2:2003 IT Service Management (Part 2: Code of Practice for IT Service Management) PD 0005:2003, IT Service Management - A Manager's Guide PD 0015:2002, IT Service Management - Self Assessment Workbook. ITIL is not a "standard" like ISO 9000. Compliance to the BSO 15000 and ISO/IEC 20000 standards are based on itSMF's Self Assessment Questionaire The itSMF self-assessment areas are: 1   Pre-Requisites ascertain whether the minimum level of items are available to support the process activities. 1.5 Management Intent 2   Process Capability 2.5 Internal Integration 3   Products 3.5 Quality Control 4   Management Information 4.5 External Integration 5 Customer Interface - on-going external review and validation of the process to ensure that it remains optimised towards meeting the needs of the customer. itSMF developed a complementary book on Software Asset Management (SAM) and began development of ITIL version 3 on July 2004. Microsoft Operations Framework (MOF) Self-Assessment Tool (SAT) 2.0 provides a summary of the following: Is the problem primarily with a service or an operational process? Which one? Who (which stakeholder groups) Experiences the Problem? Why Is There a Problem from a Business Perspective? Missing or Inadequate: Customer's / User's expectation of the service Customer's / User's perception of the service Provider's perception of the customer's / user's expectations Service communicated by the provider Service specified by the provider Service delivered by the provider Due to: Between Customer's expectation of the service and Users' expectation of the service Between Customer's expectation of the service and Customer's perception of the service Between Customer's expectation of the service and Service communicated by the provider Between Users' expectation of the service and Customer's perception of the service Between Users' expectation of the service and Service communicated by the provider Between Customer's perception of the service and Service communicated by the provider Why Is There a Problem from an IT Perspective? Profit and value driven by the service Business need and customer satisfaction supported by the service Service level agreements (SLAs) for this service Services underpinning this service Service specification for this service Service delivery for this service Service level manager for this service Service management processes underpinning this service Systems / Applications / Databases / Networks underpinning this service Service management and monitoring tools underpinning this service Operational level agreements (OLAs) underpinning this service Underpinning contracts (UCs) underpinning this service Internal and external service providers underpinning this service What Aspects of the Technology and IT Life Cycle Contribute to the Problem? The platform of: Network / Computing / Storage devices Deployment / Network / Firewall / Directory / File and Print / Data / Web Application / Infrastructure Management / Backup and Recovery / Certificate / Remote Access / Middleware / Messaging Services (from the Service Catalog) The Life Cycle of: Evaluation / Procurement / Defining / Design / Development / Deployment / Delivery (Operations) / Decommissioning / Testing / Maintenance / Improvement / Support / Administration / Training

Microsoft Operations Framework (MOF) The MOF extends and adapts the 11 ITIL processes to 22 MOF Service Management Functions (SMFs) grouped into four Quadrants reminiscient of capability maturity levels separated by explicit management reviews

MOFv4 was published by Microsoft April, 2008. MOF and the Microsoft Team Model were defined based on ISO 15504 (also referred to as SPICE) from the International Organization for Standardization (ISO), to provide a normalized (common) approach to assessing software process maturity. MOF combines with Microsoft's Risk Management Discipline for Operations which integrates proven risk-management techniques and OGC Management of Risk products (M_o_R?) CRAMM is a formalized security risk analysis and management methodology originally developed by CCTA (now part of the OGC). MOF combines with the Microsoft Solutions Framework (MSF) for project implementation guidance on software development to provide an integrated set of guidance share responsibilities and unified approach of common disciplines to the overall IT life cycle. An "Aggregated risk" is the overall level of risk to the programme when all the risks are viewed as a totality rather than individually. This could include the outputs of particular scenarios or risk combinations.

MOF vs. ITIL Service Management Functions The Microsoft Operations Framework (MOF) (microsoft.com/mof) (V3 in 2003) is "prescriptive" in that it organizes stakeholders into 7 Role Clusters (organization "departments") within a Team Model. Here is my reconciliation of how MOF adds to ITIL's list of functions. MOF Quadrant Mission of Service SMFs (Service Management Functions) ITIL MOF Role Cluster MOF Exit Review 1. Changing Effectively and quickly introduce service solutions, technologies, systems, applications, hardware, processes and other approved changes into the IT environment with minimal disruption of service. ITILv3 Service Transition Processes: ITILv2 Control Processes: ITIL Change Management ITIL Configuration Management ITIL Release Management SS Release Release Readiness Review 2. Operating Execute day-to-day operations tasks, both manual and automated, in a highly predictable and reliable way. MOF Directory Services Administration MOF Job Scheduling MOF Network Administration MOF Security Administration MOF Service Monitoring and Control MOF Storage Management MOF System Administration not ITIL, MOF Security Operations Operations Review 3. Supporting Resolve end-user inquiries, incidents, service requests, and other problems quickly. ITILv3 Service Operation Processes: ITILv3 Access Management ITILv3 Request Fulfillment ITILv3 Event Management ITIL Service (Help) Desk ITIL Resolution Processes: ITIL Incident Management ITIL Problem Management SS Support Partner SLA (Service level agreement) Review 4. Optimizing [Identify and] Drive changes to optimize cost, performance, capacity, and availability in the delivery of IT services ITILv3 Service Design Processes: ITIL IT Service Continuity Management ITIL Service Level Management ITIL Availability Management ITIL Capacity Management MOF Security Management ITILv3 Service Catalog Management ITILv3 Supplier Management ITILv3 Service Strategy Processes: ITILv3 Service Portfolio Management (SPM) ITILv3 Demand Management ITIL Financial Management MOF Infrastructure Engineering MOF Workforce Management SD Infrastructure Security Service Partner Support Change Initiation Review MOF, a pocket guide, 2nd Edition (Van Haren Publishing, 2004) by Dave Pultorak (of Fox IT), Pete Quagliariello and Rolf Akker is the book recommended by EXIN. Microsoft Operations Framework Essentials Instructor-led Two-day Course 1737 Microsoft Operations Framework Changing Quadrant instructor-led 3-day class 1787A

MOF Role Clusters Role Cluster Functions Involvement Support Service desk / help desk Production / production support Problem management Service level management Changes enabling incident and problem resolution and changes to the help desk system. Service SLA drafting / negotiation Service catalog management SLA review Service improvement initiation Customer relationship management Service level management Changes driven by new service level requirements, service improvement projects, or business strategy. Infrastructure Enterprise architecture Infrastructure / systems engineering Capacity management Cost / IT budget management Resource and long-range planning New systems and improvements to existing systems and infrastructure. Release Change management Release engineering Configuration control / asset management Software distribution / licensing Quality assurance Changes to the change, configuration, and release management systems and processes. Security Intellectual property protection Network and system security Intrusion detection Virus protection Audit and compliance administration Contingency planning Changes to security processes-for instance, authentication or network security improvements. Operations Messaging operations Database operations Network administration Monitoring / metrics Availability management Changes that affect or improve day-to-day operations of the technology. Partner Managed service outsourcers Software / Hardware suppliers Maintenance vendors Environment support Training partners Third-party and supplier-related changes -for example, changes to an outsourced partner system affecting in-house systems. s

RACI Model by Function - Process Information Flows R = Responsible for getting the work done. A = Accountable for the work (only one person here). C = Consulted for input to the work. I = Informed of work progress. Disci- pline Business Function Individual Functions (below) Data items (right) CI's SLA End User Incidents Errors RFC MI v2 Test SS Control Configuration Mgmt. C-U-R R R C-U-R     C-U-R ITRC Change Mgmt. R R R R R C-U-R C-U-R Release Release Mgmt. R-U R R     R-U C-U-R Resolution Incident Mgmt. (by Service Desk) R R R C-U-R R R C-U-R ITSR Problem Mgmt. R R R R C-U-R R C-U-R SD Service Delivery Service Level Mgmt. (SLM) R C-U-R U-R R R R C-U-R ITSLM Service Capacity Mgmt. C-U-R R   R R R C-U-R ITCAM Business & IT Service Continuity Mgmt. (BCM/ITSCM) U-R R   C-U-R U-R R C-U-R x Service Availability Mgmt. C-U-R R   R R R C-U-R ITAM - Financial (Cost) Mgmt. U-R U-R     R   C-U-R ITFM Other SD Budgeting & Accounting for IT Services R R R R C-U-R R C-U-R x SD Info. Security Mgmt. R R R R C-U-R R C-U-R ITSECM - Network Mgmt. C-U-R R   C-U-R U-R U-R C-U-R x SD Service Reporting C-U-R R   C-U-R U-R U-R C-U-R x Relationship Business Relationship Mgmt. C-U-R R   C-U-R U-R U-R C-U-R X Supplier Mgmt. C-U-R R   C-U-R U-R U-R C-U-R x

An ITIL Book for Each Discipline Conceptually, according to itSMF's Overview, ITIL "bridges" businesses with their information and communications technology infrastructure (Hardware, Environments, Networks, Processes, Databases, Software) through these broad disciplines: Planning to Implement Service Management Business Perspective ICT Infrastructure Management Security Management Application Management Service Delivery Management — [ITIL SD] — focuses on tactical planning and control Service Support — [ITIL SS] — focuses on operational execution. Each of these disciplines have organizational functions, similar to ISO's FCAPS: Fault management Configuration Accounting Performance management Security management

The Business Perspective The "Business Perspective" provides advice and guidance to help IT personnel understand how they contribute toward business objectives and how their roles and services can be better aligned and exploited to maximise that contribution. Business Strategies & Plans Business Requirements Business Security Policy Business Continuity Plans The MOF Continuous Improvement Roadmap (CIR) applies business perspectives to IT as a strategic asset.

The Business Perspective (OGC, 2004) The Business Perspective (OGC, 2004) Metrics for IT Service Management: ITSM Library (van Haren Publishing, 26 April 2006) by Peter Brooks Tier1 Ltd. in the UK

ICT (Information and Communications Technology) ICT (Information and Communications Technology), covers all aspects of Infrastructure Management from identification of business requirements through the tendering (development) process, to the testing, installation, deployment, and ongoing operation and optimisation of the ICT components and IT services. ICT Strategies & Plans ICT Design & Architecture Business Case Feasibility Studies Evaluation, SoR's & ITTs Service Catalog (Catalogue) Some examples of service solutions in a Service Catalog are: Domain specific knowledge. Line-of-business (LOB) applications Web services / Applications E-commerce Middleware (Rules) Messaging Knowledge management File and print services Information publishing Data storage Backup and Recovery Infrastructure Management (MOM) Deployment Network connectivity / Firewall Remote Access (RAS) Directory / Authentication Certificate

ICT Infrastructure Management (OGC, 2002)

CMDB (Configuration Management Data Base The CMDB (Configuration Management Data Base) contains data obtained from automated discovery or manual instantiation of these logical databases: HR Knowledge Base Definitive Hardware Store (DHS), a secure storage location that contains duplicate copies of hardware configuration items and assemblies, Definitive Software Library (DSL) (Media, Naming convention, Environments supported, Security arrangements, Scope, Retention period, Audit procedures, etc.) containing SCI (Software Configuration Items) — A configuration item that is software based and either developed internally or purchased externally. Incidents It is owned by the Configuration Librarian, who has authority to update configuration items (CI's) in the CMDB. Each CI can be Connected to, Part of, Copy of (have relationships with) other CI. Dennis Drogseth commented in a May 2005 Network World article: In the best of all possible worlds (don't hold your breath for at least 10 years on all of this being real) - it will enable a modular, federated approach to integrating different types of data stores in a single, cohesive, trusted system. Use the DCML (Data Center Markup Language) XML-based standard for interchange of data describing IT Service environments. Its maintenance by OASIS keeps it an open heterogenous vendor-neutral standard for interoperability. It provides a semantic structure to describe several types of relationships among Configuration items (CIs) elemental, process, and service-oriented DCML helps bridges the disparity using ontological and "like" meta-relationships: interrelationships, configurations, and dependencies. Domain specific knowledge. System Typology (roles of each server, Server farms, services across trust domains) Developer constraints IT policy Installation and directives Health model (root cause analysis, impact analysis) Monitoring Rules SLAs and end-to-end service level management Reports (Errors, trends) Feeds to upper layer standards and initiatives The Capacity Database (CDB) records activity within Capacity Management.

Providers of CMDB include: Metron-athene in the UK, co-author of the original ITIL Capacity Management definition. myCMDB by Tom Klein, a hosted application infra on MS.NET platforms ESS (Enterprise Service Suite) from Bouyant Products which proclaim themselves "ITIL-verified" simply means that they have given money to consulting company Pink Elephant to review their software according to minimal functional requirements" established by the consultants, not the ITIL organization.

Planning to Implement Service Management "Planning to Implement Service Management" examines the issues and tasks involved in planning, implementing and improving Service Management processes within an organisation. It also addresses the issues associated with addressing Cultural and Organisational Change, the development of a vision and strategy and the most appropriate method of approach. Vision & Strategy Culture, People, and Training Plans Programme & Project Plans Objectives, CSFs (Critical Success Factors) & KPIs (Key Process Indicators)

Planning to Implement Service Management (OGC, 2002) by Vernon Lloyd explains the steps to identify how an organization might expect to benefit from ITIL, and how to set about reaping those benefits. IT Infrastructure Library Practices in Small IT Units (CCTA, Aug 1995, Paperback) is being revised.

Smaller, Better? Several organizations claim to offer slimed down version of ITILv2 to deliver a "bigger bang for the buck". The four phases of Visible Ops (using TripWire tools) are: Electrify Fence: Modify First Response (Tripwire enforces the change process. and rules out changes as early as possible in the repair cycle) Catch and Release: Find Fragile Artifacts (Tripwire protects them and enforces change freeze and prevents configuration drift) Establish Repeatable Build Library (Tripwire captures know goodstate in preproduction and captures production changes that need to be baked into the build.) IBM Tivoli Unified Process (ITUP) presented as a complete, integrated process model. Real ITSM offers "people centric" to avoid creating "wetware" such as a "BKMS (Bottomless Knowledge Management System)" in a "deathcycle" from misconception to abandonment due to "ETF (Excessive Technical Fastidiousness)".

$21.95 The Visible Ops Handbook: Implementing ITIL in 4 Practical and Auditable Steps (15 June, 2005 45 page pamphlet from the Information Technology Process Initiative (ITPI) by Tripwire consultants Kevin Behr, Gene Kim, and George Spafford The above is a new edition to: The Visible Ops Handbook: Starting ITIL in 4 Practical Steps June, 2004) by the same authors from the Information Technology Process Initiative (ITPI). Get this free after viewing a Jan. 26, 2004 Tripwire webcast

Service Delivery Management The ITIL defines these Service Delivery Management functions: Service Level Management Capacity Management, such as with load testing Availability Management Continuity Management - Contingency Planning Performance monitoring Workload monitoring Application sizing Resource forecasting Demand forecasting Modelling Financial Management for IT Services

Service Delivery (OGC, 2001)

Service Support

Service Support (OGC, 2000) focuses on ensuring that the customer has access to appropriate services to support the business functions. It expands the necessary interactions between these and other core IT service management disciplines, and updates best practice to reflect recent changes in technology and business practices. Help Desk Institute

Tasks from the Mindscope:

Service (Help) Desk	Incident Management	Problem Management	Change Management	Release Management	Configuration Management
-	Record, Classify, Investigate, Resolve, Close, Monitoring, Escalation	Identify, Classify, Solve, Raise KE, Review KE for Error, Analyze trends in KEdb Major activities involved with Problem Management: - Problem control - Error control - Prevention of problems - Identification of trends - Obtain information from Problem Management data - Complete review of major problems	Log/Filter, Categorize, Assess, Authorize, Schedule, Build, Test, Implement, Review	Define Policy, Schedule, Design/Develop, Build, Test, Accept, Plan Rollout, Distribute/Install, Activate	Plan, Identify, Control, Status accounting, Audit/Verification of CMDB

In ITIL v3, service requests are handled by a new, independent Request Fulfillment process separate from incidents, with their own records, prioritization, and fulfillment approach. This is because in ITIL v2, where all service requests were handled as part of Incident Management, service requests may get delayed due to other more important incidents, or unnecessarily passed through too many checks and balances that were more appropriate for handling problems and outages. Ref: ITIL Service Operation book, 2.4.5

Application Management "Application Management" describes the management of applications from the initial business need, through all stages in the application lifecycle, up to and including retirement. It places emphasis on ensuring that IT projects and strategies are tightly aligned with those of the business throughout the application lifecycle, to ensure that the business obtains best value from its investment. Application Strategy Applications Policies Applications Architecture Development Programme

Application Management (OGC, 2002)

Security Management The Security Management function details the process of planning and managing a defined level of security for information and IT services, including all aspects associated with reaction to security Incidents. It also includes the assessment and management of risks and vulnerabilities, and the implementation of cost justifiable countermeasures. Security Risk Analysis Security Policies Security Strategies & Plans Note: Security risks are assessed using the ISO 17799 COBRA standard first published in Dec. 2000 based on BS 7799 first published in February 1995 and updated in May 1999.

Security Management (OGC, 1999) by Jacques A. Cazemier, Paul L. Overbeek, and Louk M. Peters focuses on the process of implementing security requirements identified in the IT service level agreement, rather than considering business issues of security policy. The book was developed taking into consideration the plans for consolidating and interlinking the ITIL Service Support and Service Delivery core guides. Tier1 Ltd. in the UK

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