ITIL Process Skeleton - Part 1 of 4 - Video 002

Summary

In this video, Dean Tuvey introduces a simplified ITIL process skeleton to help viewers manage IT services efficiently. He explains how basic ITIL practices, such as incident, problem, change, and release management, connect to form a value stream aimed at restoring service functionality. Dean illustrates the step-by-step process, from a user contacting the service desk to resolving incidents through change management. The video is designed as part of a series on IT management, offering practical insights for managers. Dean also encourages engagement through linked lessons and viewer interaction.

Takeaways

• 🛠️ The video introduces an ITIL (Information Technology Infrastructure Library) process skeleton, focusing on key IT service management practices.
• 📊 ITIL processes are often described as value streams, connecting basic IT practices to achieve results.
• 📋 The three key stages in IT management discussed are plan, build, and run, corresponding to strategic, tactical, and operational levels.
• 🔍 Service desks are the first point of contact for users, typically operating under a tiered support model with level 1, 2, and 3 support.
• 📞 The service desk logs incidents reported by users and works on fast solutions through incident management to restore normal operations quickly.
• ⚙️ Major incidents affecting infrastructure may be reported by the service desk or identified by event management systems.
• 🛠️ Problem management is focused on finding long-term solutions to prevent incidents from recurring by identifying and resolving root causes.
• 🔄 Change management processes involve logging, socializing, and executing changes (e.g., patches, updates) through a formal change request system.
• 🚀 Release and deployment management ensure that changes are tested, coordinated, and deployed across live environments, aiming to solve issues and improve performance.
• 📚 Future lessons will expand on the supporting ITIL processes that build upon this foundational skeleton, offering more depth into IT management.

Q & A

What is the purpose of the video?

The video is meant to explain the ITIL process skeleton, connecting basic ITIL practices into a value stream to help manage technology effectively.

What are the main stages of IT management mentioned in the video?

The main stages of IT management are Plan, Build, and Run, which correspond to strategic, tactical, and operational aspects of managing technology.

How does the video define 'Plan, Build, Run' in terms of timeframes?

Plan is described as long-term strategic thinking, Build as medium-term tactical (6 to 18 months), and Run as short-term operations (day-to-day or week-to-week activities).

What four areas are required to build an IT solution?

The four areas required to build an IT solution are Business Analysis, Project Management, Architecture, and IT Service Management.

What role does the Service Desk play in the ITIL process?

The Service Desk acts as Level 1 support, handling initial contact through phone calls, emails, chat, and social media. It also functions as a knowledge hub, responding to user incidents and logging tickets.

What is the difference between Incident Management and Problem Management?

Incident Management is focused on fixing issues quickly to restore service, while Problem Management aims to fix the root cause of issues properly through research and investigation.

How does Change Management fit into the ITIL process?

Change Management involves raising a change request to modify infrastructure, applications, or services. This creates visibility and allows stakeholders to track and comment on the change.

What are the roles of Release Management and Deployment Management in the ITIL framework?

Release Management handles the planning, coordination, and communication for deploying changes, while Deployment Management carries out the technical work of rolling out updates to live environments.

How do ITIL processes work together in a value stream?

ITIL processes like Incident Management, Problem Management, Change Management, Release Management, and Deployment Management work together to resolve user issues by identifying problems, implementing fixes, and ensuring the solution is deployed properly.

What can viewers expect in future lessons based on this video?

Future lessons will expand on the ITIL process skeleton by discussing supporting processes and providing more detailed insights into IT service management.