Tutorial: Towards better managed Grids. IT Service Management best practices based on ITIL

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EGI Technical Forum 2011, Lyon (France) September 22, 2011

Dr. Thomas Schaaf

www.gslm.eu

Tutorial: Towards better managed Grids. IT Service

Management best practices based on ITIL

The gSLM project is supported and funded by the

Seventh Framework Programme of the European Commission (2007-2013) Coordination and Support Action

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About this handout

Thank you for attending this tutorial at the EGI Technical

Forum 2011!

Please visit

http://www.gslm.eu

to learn more about Service

Management in Grids.

Please note: Due to copyright reasons, some slides and

contents showed during the tutorial are not included in this

set of slides.

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Agenda

• IT Service Management – An introduction

• ITIL

• ISO/IEC 20000

• COBIT

• Summary

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Goals of this tutorial

This tutorial will …

• provide a general introduction to (IT) Service Management

• explain the key ideas behind a process approach for (IT)

Service Management

• give an overview and insights to ITIL and the related

standards / frameworks ISO/IEC 20000 and COBIT

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Agenda

 IT Service Management

– An introduction

• Motivation

• Service and value • 5 Key facts

• Policies, processes, procedures

• Important IT service management standards and frameworks

• ITIL

• ISO/IEC 20000

• COBIT

• Summary

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Motivation: IT Service Management (ITSM)

• Why IT Service Management?

• About 80% of all service outages originate from “people and process issues”

• Duration of outages and degradations

significantly dependent on non-technical factors

• IT Service Management …

• … aims at providing high quality IT services meeting customers’ and users’ expectations … • … by defining and installing management

processes covering all aspects of managing the

service lifecycle: – Planning

– Roll-out and delivery – Operational support – Changing and improving

6 Tutorial: IT Service Management best practices

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Service and Value

• Service can be defined as …

• … a means of delivering value to customers … • … by supporting them in achieving their goals …

• (… without the customer being responsible for the specific costs and risks associated with the service.)

• What is value from a customer/business perspective?

Utility

Warranty

Value

Definition according to [OGC/ITIL, 2007]

Why would a customer be

interested in the service?

How can the provider

guarantee to meet the agreed quality?

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What is (IT) Service Management?

Service Management (1):

Set of capabilities and processes to direct and control the service provider's activities and resources for the design, transition, delivery and improvement of services to fulfill the service requirements

Service Management (2):

Service management is a set of specialized organizational capabilities for providing value to customers in the form of services. The capabilities take the form of functions and

processes for managing services over a lifecycle, with specializations in strategy, design, transition, operation, and continual improvement. The capabilities represent a service organization's capacity, competency, and confidence for action. The act of transforming resources into valuable services is at the core of service management.

Definition according to ISO/IEC 20000-1, 3.30

cf. ISO/IEC 20000-1:2011, p. 6

Definition according to ITIL

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What is (IT) Service Management?

• Service management is:

• Organizational capabilities

• Processes needed to provide a good service • Understanding the value of the services provided

• Doing everything needed to meet (agreed) requirements

• Involving people, creating awareness, clarifying responsibilities, defining interfaces

• Service management is not:

• Buying a new tool • Marketing

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ITSM: 5 Key Facts

1. ITSM means: Alignment of IT service operations to the

customers' needs.

2. ITSM means: A process approach in delivering and

supporting IT services.

3. ITSM supports a consistent terminology, avoiding bad

communication and lack of understanding.

4. ITSM requires the provider to understand the

requirements of his customers.

5. There are various frameworks and standards providing

guidance around ITSM.

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ITSM: 5 Key Facts  Resulting questions

1. Who is my 'customer'?

2. What are the processes I need to handle?

3. What is my understanding of service? (And does this fit to

the customer's?)

4. What are the essential requirements that I must fulfill?

5. Which ITSM framework / approach is most suitable for me?

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Important "Elements" of ITSM

• Policies: General guidelines and objectives

• Processes: Sets of interrelated activities that convert inputs

into outputs

• Procedures: Specified ways to perform activities

• Plans

• People (human resources)

• Tools (software)

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Policies, processes, procedures

Policy 1. Abc def ghijk. 2. Abc def ghijk. 3. Abc def ghijk. 4. Abc def ghijk.

Proce-dures Process: Inputs Outputs Definition level Top Management Process Owner

Control level

Process Manager Process teams

Operational level

Departments Functions Persons

Activities and roles

e.g. Incident handling policy, change policy, security policy

e.g. Incident Management, Change Management, Security Management, …

e.g. procedures for

classifying and prioritizing incidents

Person (in a role)

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Why process-orientation?

• Characteristics of well-defined processes:

• Interrelated activities

• Clearly defined interfaces

• Measurable and repeatable results

• Basic idea of a process approach in Service Management:

• Control of arising tasks through processes and procedures • Thus:

– Better alignment to objectives

– Standardization of processes and procedures as well as use of tools – Clear authorities/responsibilities

– Increase of effectiveness and efficiency

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Components of a process description

1. Objective of the process

2. Input into the process

3. Output (desired result) of the process

4. Activities

5. Roles and responsibilities

6. Success factors and key performance indicators (KPIs)

7. Interfaces to other processes

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Example: Incident Management

1. Objective: Restore agreed service to the customer as soon

as possible, minimize disruption to the business

2. Input:

Event or notification (e.g., through user) indicating

the occurrence of an incident

3. Output:

Incident resolved, service restored, plus complete

incident record

4. Activities:

• Logging

• Classification + Prioritization • First level support

• Functional and/or hierarchical escalation • Resolution

• Closure

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Example: Incident Management

5. Roles and responsibilities:

• Process Owner • Incident Manager

• Major Incident Coordinator • Agent

• User

• Customer

6. Success factors and key performance indicators (KPIs):

• First line resolution ration (per category, priority, …) • Average resolution time (per category, priority, …) • Amount of SLA violations (and their impact)

• …

7. Interfaces to other processes:  see later

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Important IT Management Frameworks & Standards

18 Service Delivery & Service Level Management in Grid Infrastructures (gSLM)

ITIL V2 ITIL V3 COBIT MOF ISO/IEC 20000 ISO 9000 CMM CMMI ISO/IEC 15504 Software Engineering: Maturity Model IT Service Management Quality Management BS 15000

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Important IT Management Frameworks & Standards

ITIL V2 ITIL V3 ISO/IEC 20000 ISO 9000 CMM CMMI ISO/IEC 15504 Software Engineering: Maturity Model (IT) Service Management Quality Management BS 15000

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IT Management Frameworks – An Overview

ISO/IEC 20000

IT Infrastructure Library

• Number of books with "Good

Practice" in IT Service Management • Slogan: "the key to managing IT services"

• Descriptions of key principles, concepts and processes in ITSM

• Most popular and wide-spread framework

• Not a "real" standard, but often related to as "de-facto standard"

• 5 books edited and

released by the British OGC ISO/IEC 20000

• International standard for managing and delivering IT services

• Defines the minimum requirements on ITSM

• Developed by a joint committee of ISO and IEC • Based on ITIL

• Auditable, certifiable Control Objectives for Information

and Related Technologies • IT Governance framework • Specifies control objectives, metrics, maturity models

• Developed by ISACA

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Agenda

• IT Service Management – An introduction

• Motivation

• Service and value • 5 Key facts

• Policies, processes, procedures

• Important IT service management standards and frameworks

 ITIL

• ISO/IEC 20000

• COBIT

• Summary

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– Overview and Key Facts

• Set of books with recommendations and good practices

for IT Service Management

• Goal: Description of management processes and

supporting concepts

• Slogan: "The key to managing IT services"

• Often considered as the "de-facto standard" for ITSM • Service-lifecycle-based approach (from version 3)

• Editor: OGC (Office of Government Commerce, UK)

• Application domain / recipients:

• (IT) Service providers (internal or external)

• Independent from their organizational form or setup

• Form of publication: Books

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– Structure

• 5 lifecycle phases (for each stage: one identically named

core publication):

• Service Strategy • Service Design • Service Transition • Service Operation

• Continual Service Improvement

• Process model consisting of about 30 processes – thus,

ITIL is more comprehensive and fine-grained than the

process model used in ISO/IEC 20000

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– How to use it

• Important:

• ITIL is "just good practice".

• ITIL is not necessarily the "perfect solution".

• Many organizations implement only 15 to 30 per cent of the ITIL concepts, and still provide good or excellent services.

• There may also be organization trying to fully implement ITIL – still failing to meet customer requirements.

• When reading ITIL …

• … have your bottle of red whine ready.

• … do not think "Impossible, where I am working!" after every sentence.

• … be aware that this is not a scientific approach, but just good practice guidelines collected by some teams of practitioners / authors.

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– Overview of the Core Books

Service Strategy Financial Management Service Portfolio Mgmt. Demand Mgmt. Service Design Service Catalogue Mgmt. Service Level Mgmt. Capacity Mgmt. Availability Mgmt. Continuity Mgmt. Security Mgmt. Supplier Mgmt. Service Transition Change Mgmt. Service Asset and Configuration Mgmt.

Release and Deployment Mgmt. Service Validation and

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in 100 seconds

Incident Management Problem Management Configuration Management Change Management Release Management Service Level Management Financial Management Capacity Management Continuity Management Availability Management

Restore interrupted service as soon as possible

Avoid recurrence of incidents by improving infrastructure quality and stability Provide a logical model of the infrastructure and all configuration items (CIs)

Ensure all changes are assessed, approved, implemented and reviewed in a controlled manner to avoid unplanned and unintentional effects

Deliver, distribute and track one or more changes in a release into the live environment Define, agree, record and manage levels of service by closing SLAs with all customers and OLAs/UCs with internal and external sub-providers

Financial control including budgeting, accounting and charging of/for IT services Ensure sufficient capacity to meet the current and future agreed demands

Ensure continuity of the most critical systems and services after a disaster event Ensure that agreed service availability commitments can be met

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A look inside (Service Level Management)

(Content removed due to copyright reasons.)

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A look inside (Incident Management)

(Content removed due to copyright reasons.)

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Interfaces

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ITIL (good practice) vs. ISO/IEC 20000 (standard)

• 24 pages total (entire standard) • ½ page per management process • about 1,500 pages total (entire framework)

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Agenda

• IT Service Management – An introduction

• Motivation

• ITIL

 ISO/IEC 20000

• COBIT

• Summary

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ISO/IEC 20000 – Overview and Key Facts

• International Standard for IT Service Management

• Goal: Provide general minimum requirements for service

management

• including definitions of 37 important terms

• including requirements for the 13 most important service management processes

• Editor: Joint committee of ISO and IEC

• Application domain / recipients:

• (IT) Service providers (internal or external)

• Independent from their organizational form or setup

• Form of publication: Electronically (PDF) or in print

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Terms defined by the standard

1. Availability

2. Configuration baseline

3. Configuration item (CI)

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Terms defined by the standard

11. Information security

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Terms defined by the standard

21. Process

22. Record

23. Release

24. Request for change

25. Risk

26. Service

27. Service component

28. Service continuity

29. Service level agreement (SLA)

30. Service management

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Terms defined by the standard

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ISO/IEC 20000: Structure and process framework

Business relationship management Supplier management Budgeting and accounting for services Information security management Service level management

Service reporting Capacity management

Service continuity and availability management

Incident and service request management Problem management

Configuration management Change management

Release and deployment management

[9] Control processes

[8] Resolution

processes

[7] Relationship

processes

[6] Service delivery processes

[4] Service management system general requirements

[5] Design and transition of new or changed services

[1] Scope

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A look inside (Terms and definitions)

(Content removed due to copyright reasons.)

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A look inside (Service Level Management)

(Content removed due to copyright reasons.)

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A look inside (Incident Management)

(Content removed due to copyright reasons.)

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Agenda

• IT Service Management – An introduction

• Motivation

• ITIL

• ISO/IEC 20000

 COBIT

• Summary

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COBIT – Overview and Key Facts

• Framework for IT Governance

• Goal: Transparent and consistent governance standards

through all IT-relevant processes, including ...

• defined metrics to measure effectiveness and efficiency • maturity models

• Editor: ISACA/ITGI (Information Systems Audit and Control

Association, IT Governance Institute)

• Application domain / recipients:

• Top management and decision makers of IT service providers (internal or external) • Independent from their organizational form

• Form of publication: Electronically (PDF), provided under

http://www.isaca.org/cobit

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COBIT – Structure

• 34 processes, structured along four lifecycle phases:

• Plan and Organize (PO) • Acquire and Implement (AI) • Deliver and Support (DS) • Monitor and Evaluate (ME)

• For each process:

• High level control objective • Detailed control objectives • Management guidelines • Maturity model

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COBIT – High Level Control Objectives

Plan and Organize (PO)

Acquire and Implement (AI)

Deliver and Support (DS)

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A look inside (Service Level Management)

(Content removed due to copyright reasons.)

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A look inside (Incident Management)

(Content removed due to copyright reasons.)

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Agenda

• IT Service Management – An introduction

• Motivation

• ITIL

• ISO/IEC 20000

• COBIT

 Summary

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The 5 most common mistakes around ITSM

1. ITSM is about buying or developing fancy tools.

7 2. ITSM means: Everything changes.

7 3. ITSM reduces costs.

7 4. ITSM is only about having some SLAs and dealing with

incidents.

7 5. ITSM means: Customers and users are happy.

7

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gSLM: An EC-funded FP7 Project

• Core objectives of gSLM:

• Foster the cross-disciplinary scientific exchange between the Grid and the IT Service Management communities

• Initiate and hold regular meetings and public workshops on the management of e-Infrastructures (Grids).

• Produce a scientific roadmap as a basis for future developments and research efforts.

• Key facts:

• Start date: 2010-09-01 • Duration: 24 months

• Total budget: 475,000 EUR • Web site: www.gslm.eu

49 Service Management in the EGI ecosystem (@EGI TF 2011)

• Consortium/participants:

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gSLM: An EC-funded FP7 Project

50 Service Management in the EGI ecosystem (@EGI TF 2011)

Scope of gSLM:

Bring together Grid experts and experts in IT Service Management

in order to adopt and adapt IT Service Management methods and

technologies for e-Infrastructures like Grid environments.

Grid Community

IT Service

Management

Community

Expertise in building and operating Grids

Expertise in managing distributed information

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gSLM: Vision

• A roadmap that describes …

• … the potential (and/or non-potential) of applying ITSM concepts in Grids. • … a gap analysis showing where ITSM-related concepts have already been

implemented in Grids – and to which degree of success.

• … recommendations on how to establish ITSM in Grids in the future.

• gSLM will provide among others:

• Guidance and recommendations on SLM and SDM in Grids in a "good practice" fashion (NOT limited to or focused on a specific Grid Initiative, but generally applicable)

• ...