An overview of ITIL and the areas important to DC management . By Glenn Allan , from AFCOM symposium Sydney 2011 .

2. ITIL in the Data Centre Glenn Allan DC & Sustainable IT Strategy, National Australia Bank

3. Glenn Allan Was : IT Operations Service management Operations Automation Relationship management Now : Data Centre Strategy GreenIT strategy CDCDP , ITIL V2 Manager Certificate, V3 Expert

4. Agenda ITIL what is it and why ITIL ? The ITIL Pieces and Jigsaw ITIL linkages to the Data Centre Change & Release Incident Lifecycle Management

5. ITIL’s Business benefits Moving from reactive to proactive Incident management Pushing down the cost of Incident Management Managing Strategic demand Delivering value to the business Driving efficiencies through customer self service Driving quality through the Service Lifecycle Groups technology in to digestible services

6. Why ITIL ? ITIL is a framework that allows technology to describe services in business terms. Therefore improving communication and business ownership of IT. ITIL is the fastest growing discipline in IT world wide. ITIL give structure and common language to everyday events that improves communications. (30% of benefit is language and understanding) ITIL by reuse of common process increases Continuous Improvement . NB .ITIL should fit you company not you company fit the framework!

7. The cost of falling behind

9. Service Design

10. Service Transition

11. Service Operation

12. Continual Service Improvement Wrapped in an ongoing cycle

13. ITIL functions & Processes Today Touch Path to Production

14. ITILs interconnectivity

15. ITIL's Key disciplines Incident management Problem management Change management Release management Request fulfilment Knowledge management Continuous Improvement …

16. Incident & Problem Management Incident Management is all about returning the customers service to normal ASAP . Problem Management is root cause analysis of incidents seeing trends and interpreting data Why did it the service break ?

17. Separating Change & Release management and Request Fulfilment Change Management : Changes can be generated from incident, business request, events, or maintenance. The change process includes the controls & communication & meetings that co-ordinate and give permission to proceed into production. Release management : A set of changes that are tested together and enter the system as a set or batch. While may not be related in code or purpose they fates are tied together. One fail they all get backed out. These normal have routine windows! E.g. : security patches. Request Fulfilment :Simple change done with high confidence and regular repetition that known as safe. Often done with single party authority and generally is not filtered through change process but auto-approved e.g.: Create a new employees logon, produce a report…

18. Release Management Scheduled cyclic work or windows that have simular risk or disruption to business. Done together as piece of work often have things in common e.g.: Resources are same or large group required. Dependencies and priorities are known and agreed. Calender may run for years in advance and these are given priority on their dates. Fall-back planning is required, windows may be tight . System has known regular times for maintenance. Egs: Large system upgrades, Infrastructure maintenance, power train changes, cooling changes.

20. It may not be one data base!

21. It should answer questions you need to answer about assets

22. Should describe the lifecycle management cradle to grave.

24. Questions & Contact Q&A ??? glenn.allan@nab.com.au Linked In Linked in Group : “AFCOM Melbourne Chapter”