Methodology and best practices for improving IT service level-ITIL learning Summary

ITIL:

Full name:

(Information Technology Infrastructure Library ).

What is it?

It is a methodology and best practice for improving IT services, helping it service providers provide high-quality services that meet requirements at appropriate costs.

But in fact, this methodology is not only used for IT services, but can be used for reference by other service providers.

 

I. Core and essence of itil.

The core and essence are:Service, that is, delivery of user value.

Several key requirements of architecture design or service provision requirements are discussed in ITIL:

1. Availability. Is the system capable of continuing to provide services without interruption in the face of exceptions?

Considerations: 1. What is the service availability level? Is it 99.999% or can it be lower?

2. Can the implementation cost and resources ensure the availability level?

3. Proactive assessment of abnormal lossy services, recovery processes, and recovery time.

2. scalability. That is, whether the system can quickly scale horizontally in the face of performance pressure, including new business feature development, and whether it can perform rapid iteration on the basis of the existing, without the need to roll back.

3. Security. The requirements for different business forms are different. The requirements for payment classes may be very high. Security is a very important topic and requires layers of trust and protection.

4. manageability. There is a lack of support for various means and tools in operation.

5. Economic. A certain cost budget needs to be met.

ITIL guides us fromInternalTrendExternal, FromTechnologyTrendBusiness, FromFire FightingTrendPrevention.

Ii. Several important stages of ITIL

1. Service Strategy (SS)

This is the core of ITIL and the axis of service lifecycle management, driving the continuous operation of the entire lifecycle.

Ask yourself a few questions:

• Why? Why is this service provided? Where is the corresponding market and needs? What problems does it help users solve?
• What? Where can I provide services to meet user needs?
• When, where? When and where to provide services?
• Howe? How to provide?

Including:

Service lifecycle management;

Service financial management;

Service portfolio management;

Service requirement management;

(THINKING: This is generally a lack of developers. We need to strengthen the extraction of value points, pay attention to the value of the issues, and do not be kidnapped by specific operation details)

 

2. Service Design (SD)

• Service Catalog-which of the following lists provide services?
• Service level management-to what extent?
• Service capability management;

To ensure the corresponding service level and whether there are sufficient capabilities and resources, pay attention to the following two points:

Cost Awareness: ensure that the cost of IT capability is reasonable;

IT capabilities can meet the current and future business needs.

 

External thinking: do not provide such a service commitment if you do not have this ability. First, you must have this ability.

 

• Service Availability Management;
• Service sustainability management;
• Information security management;

3. Service conversion (ST)

• Change management;

Solution: If you want to adjust the environment, equipment, and personnel, How can you ensure that the existing services are not affected or the impact is minimized?

Change management may cause configuration changes and release management.

• Release and deployment management;

• Asset and configuration management;

What should I solve in configuration management? How to quickly find it? And is it orderly?

Configuration Management includes two elements: configuration item (CI) and relationship (RL)

Refer to config.itil.com

• Service Inspection and testing

4. Service Operation (SO)

• Service Desk:

The problem to be solved at the service desk is: who should submit the question, that is, who will accept the question?

The portal and portal of normal service requests solve the problem of who to find and the role of the contact person during operation.

If you have an IT problem, find, and is the service center;

• Event Management;

Problem to be solved in Event Management: How to quickly restore the service if a service exception or interruption occurs?

What is an event? We often hear that events are disrupted by emergencies. Events here refer to any things that can be detected or identified and affect IT infrastructure and IT service delivery.

Objectives:

Event classification: different levels correspond to different processing processes. By detecting and perceiving events, you can determine corresponding control actions and automatically start other supporting processes as the starting point of service operation processes.

Thinking: if there are many emergenciesService DesignThe stage is not well done, and there is a lack of foresight.

 

• Problem management;

Problem management should solve: how to find the cause of the accident and ensure that it does not appear again?

Objective: To stabilize it services (sum up experience to avoid multiple occurrences of the same problem) and improve resource utilization

There are two modes: passive problem management and active problem management.

If a problem occurs, such as a user complaint, we need to locate and solve the problem-passive problem management;

The design phase takes into account and prevents problems through design, avoiding problems-proactive problem management.

We need to change from passive problem management to active problem management, from fire-fighting mode to prevention mode.

 

• Accident Management;
• Request implementation;
• Access Management;

5. Service three-dimensional monitoring and continuous service improvement (CSI)

This is not an independent step, but goes through the above stages. Continuous monitoring is required for each step to continuously measure and improve the performance of IT service providers:

Improve the process, IT service and IT infrastructure;

Improve effectiveness, efficiency, and cost efficiency;

Continuous service improvement follows the following cycle

• Status quo: Identify the status quo through monitoring, what problems exist, and what problems have we been plagued?
• Objective: what is the status in our mind or in the user's mind?
• Difference: What is the gap between the current situation and the target?
• Improvement Plan and Strategy: Develop improvement plans for gaps and arrange implementation.
• Result verification: evaluate the implementation results. Have the previous problems been completely solved?

Conclusion:We need to focus on 1 and 2, namely service strategy and service design, to solve the problem in the design phase, to avoid "fire-fighting" operation in the future and to control the operation initiative.