ITIL & CIM
Benefits of a dialog
1st International DMTF
Academic Alliance
Workshop
Systems and Virtualization
Management 2007
October 23, 24
Toulouse
Presented by
Jean-Marc LEZCANO
Agenda
1 - Introduction to ITIL V3
2 - Measuring the Service
3 - CIM : an ITIL enabler ?
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
1 – Introduction to ITIL V3
What is ITIL ?
A proven and De-facto standard
Best Practices gathered from Users, Suppliers, Consultants
Initiated to Improve capabilities in Service Management
For all types of organisations who provide services to a
business
A Non-proprietary, Public Domain standard, developed by
CCTA, integral part of OGC
Under constant development, by its own international user
group (IT Service Management Forum, itSMF)
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
ITIL V2 : 2000 – 2007, June
ITIL V2 : 8 books,
2 core books describing 10 processes
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
ISO Standard for IT Service
Management : ISO/IEC 20000
3- Requirements
of a management
system
4.1 PLAN
1- Scope
Service Delivery Processes
6.5 Capacity
6.1 Service Level
6.3 Availability &
Continuity
6.2 Reporting
6.4 Budgeting
& Accounting
Control Processes
4.4 ACT
4.2 DO
9.1 Configuration
9.2 Change
10-Release
Process
10.1 Release
2- Terms
& definitions
6.6 Security
8- Resolution
Processes
7-Relationship
Processes
8.2 Incident
7.2 Business Rel.
8.3 Problem
7.3 Supplier Rel.
4.3 CHECK
5- Planning &
Implementing
new or changed
services
Published in December 2005
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
ITIL V3 : a life-cycle model for
IT to Business Integration
ITIL V3 Core :
5 books, 27 Processes
Published in June 2007
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Service Strategy
Guidance to design, develop and
implement Service Management as a
Strategic Asset
Processes
8
Strategy Generation
Service Portfolio Management
IT Financial Management
Demand Management
Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Service Design
Guidance for the design and
development of services and Service
Management processes
Converting strategic objectives into portfolios of
services and service assets
Processes
9
Service Catalogue Management
Service Level Management
Availability Management
Capacity Management
IT Service Continuity Management
Information Security Management
Supplier Management
Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Service Transition
Guidance for the development and
improvement of capabilities for transitioning
new and changed services into operations
how the requirements of Service Strategy
encoded in Service Design are effectively realized
in Service Operation while controlling the risks of
failure and disruption
Processes
10
Transition Planning and Support
Change Management
Service Asset and Configuration Management
Release and Deployment Management
Service Validation and Testing
Evaluation
Knowledge Management
Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Service Operation :
day to day operations
Guidance on achieving effectiveness
and efficiency in the delivery and
support of services so as to ensure
value for the customer and the service
provider.
Ultimate realisation of strategic objectives
Processes
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Event Management
Incident Management
Request Fulfilment
Problem Management
Access Management
Common Service Operation Activities
Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Continual Service
Improvement
Guidance in creating and maintaining value
for customers through better design,
introduction and operation of services
A closed-loop feedback system linking
improvement efforts and outcomes with Service
Strategy, Service Design and Service Transition
Processes
Service Measurement
Service Reporting
Service Improvement (7 Step Process)
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
2 – Measuring the Service
Service & Service Management
Service : an immaterial supply that be made up, expressed
in a perceptible way , and which causes value for the
consumer and the supplier under preset conditions of
use. (ISO, 2007)
Service Management : a set of specialized organizational
capabilities for providing value to customers in the form
of services (ITIL, 2007)
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Service points of view
Agreed
Service
98%
Required
Service
99%
Wished
Service
100%
Process
Measures
Perceived
Service
90%
Delivered
Service
97,5%
Technical
Measures
Service
Indicators
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
General service indicators,
some attributes
Service Attributes
Accessibility
Availability
Performance
(Delay…)
Reliability
Capacity
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Owner
Contents
Execution context
Service Level
Use profile
Class
Users categories
Components
Duration
Mode (on demand, push, recurrent)
Production Cost
Selling Price
Risk level
Upper class service
…
Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
DIKW Structure
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
SKMS, CMS, CMDB
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Example of CMS
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
3 – CIM: an ITIL enabler ?
Goal of SACM Process
to provide a logical model of the IT Infrastructure
correlating IT Services and different IT components
needed to deliver these services
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Ground observations
Today a large panoply of tools is used to support IT Service
Management, particularly for Service Operation activities
Some activities within Service Transition and Service Design
begin to be supported by tools
Tools are poorly integrated, very few interoperable. Huge
amount of effort is required to build Information from Data, and
even more to capitalize knowledge
A multi-dimensional approach needed
Flexibility and Extensibility, ability to be interfaced with other
solutions
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
CIM : an ITIL enabler ?
“…, the Distributed Management Task Force (DMTF) was
founded as a standards-based organization with a charter to
lead the development, adoption and unification of management
standards and initiatives for desktop, enterprise and Internet
environments. Working with key technology vendors and
affiliated standards groups, the DMTF is enabling a more
integrated and cost-effective approach to IT management
through interoperable solutions.
…The CIM is a hierarchical, object-oriented management
information model that facilitates defining the various
interdependencies and relationships between different
managed objects.”
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
CIM advantages are important
for ITIL community
Independence from platform, programming language
and compiler
Independence from information model
Extensibility
Easy integration of new management capabilities
Security and Internet accessibility
Development tools and resources
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Benefits of a dialog…
“Education and Normalisation”
Commission of itSMF France is willing
to collaborate with DMTF...
Will ITIL be a CIM enabler ?
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
References
1. The Office of Government Commerce : ITIL V3
Publications, The Stationery Office (2007)
2. T. Chamfrault et C. Durand : ITIL et la gestion des
services, Dunod (2006)
3. Thory P.: Concevoir et gérer une CMBD, itSMF Mag
n°11, itSMF France, p.5-6, Octobre (2007)
4. Distributed Management Task Force,
http://www.dmtf.org
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Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog
Thanks for your attention…
Jean-Marc LEZCANO
Consulting Manager
ICA ISO 20000 Auditor
SOGETI Régions
BP 60117
31701 BLAGNAC CEDEX
FRANCE
33700 Mérignac
27
Tél : +33(0) 6 09 18 17 18
Fax : +33(0) 5 34 36 86 10
jean-marc.lezcano@sogeti.com
Systems and Virtualization 2007 – ITIL & CIM : Benefits of a dialog