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.

Outlines

00:00

🎥 Introduction to ITIL and the Plan-Build-Run Framework

Dean Tooby introduces the video and explains the purpose: to discuss a skeleton of basic ITIL practices. These practices are connected to help achieve a result similar to a value stream. Throughout the video, links to related topics and previous lessons will be provided, creating a learning library. The focus of this video is on the 'Plan, Build, and Run' model, which aligns with strategic, tactical, and operational stages of IT management. The goal is to guide viewers through effective technology management.

05:02

📊 Exploring Core Components of IT Service Management

The video discusses four main areas required for building a solution: business analysis, project management, architecture, and IT service management (ITSM). ITIL is one of the most popular frameworks in ITSM. Dean Tooby explains the role of IT service management, focusing on ITIL processes and practices, starting with how users interact with the service desk. This forms the entry point to tiered support systems, where service desks handle user incidents and log tickets to address issues quickly.

🛠 Incident and Problem Management in ITIL

Dean explains two vital ITIL processes: incident management and problem management. Incident management aims to fix issues quickly, while problem management ensures the root causes are properly addressed. Incidents are typically reported by users or found by operational teams. If a service desk is the first to identify an incident, it suggests a gap in event management. He also notes that problem management, handled by more technical teams, involves deeper investigation, testing, and fixing.

🔄 Change Management and Release Deployment

Dean delves into change management, where change requests are logged to modify infrastructure or services. This process provides visibility and allows for collaboration. The change management process connects with release management, which involves testing, planning, and deploying changes. The aim is to fix bugs or hardware issues, like replacing a faulty network card, ensuring the root cause is addressed. Deployment management is responsible for rolling out the updates to live environments.

🔧 End-to-End Process and Value Restoration

In this section, Dean emphasizes how ITIL processes work together to form an end-to-end value stream, restoring value to users by resolving incidents. Changes are deployed after identifying and solving the root cause, preventing issues from recurring. Dean also hints at further expanding the discussion in the next video by covering supporting processes that complement the ITIL skeleton.

👍 Conclusion and Call to Action

Dean concludes the video, encouraging viewers to like, subscribe, and share the content. He explains that future lessons will expand on supporting ITIL processes and invites viewers to leave questions or comments for further discussion. Cards linking to additional lessons are provided, building on the content discussed.

Keywords

💡ITIL

ITIL (Information Technology Infrastructure Library) is a widely recognized framework for IT service management. It provides best practices for delivering IT services efficiently and effectively. In the video, Dean mentions ITIL as a foundation for processes like incident management and problem management, which help restore services and maintain operations.

💡Service Desk

The Service Desk is the first point of contact between users and IT support in the ITIL framework. It handles user inquiries, incidents, and problems. In the video, the Service Desk is illustrated as the 'pointy end' of the support model, providing Level 1 support through phone calls, emails, and other communication channels.

💡Incident Management

Incident Management is the ITIL process focused on restoring normal service operations as quickly as possible after an incident occurs. In the video, the speaker highlights its importance in responding to user-reported errors and system failures, with the goal of minimizing disruption to business operations.

💡Problem Management

Problem Management is a process aimed at identifying the root cause of incidents and finding long-term solutions to prevent future occurrences. It complements Incident Management by addressing underlying issues. In the video, Dean explains that while Incident Management is about fast fixes, Problem Management is about fixing things properly through more technical investigation.

💡Change Management

Change Management is an ITIL process that governs the modification of IT systems and services. It ensures that changes are recorded, assessed, and implemented in a controlled manner to avoid unnecessary disruptions. In the video, Change Management is described as being triggered by problem fixes, leading to the creation of change requests to update infrastructure or applications.

💡Value Stream

A Value Stream in ITIL refers to a series of connected activities that deliver a specific outcome or value to the customer. In the video, Dean talks about the ITIL process skeleton as a value stream, where various practices like Incident Management, Problem Management, and Change Management are linked to restore value to the user after an issue arises.

💡Tiered Support Model

The Tiered Support Model is a multi-level approach to IT support, where issues are escalated to higher levels of expertise if not resolved at lower levels. The Service Desk handles Level 1 support, while more complex problems are escalated to Level 2 and Level 3 support teams. In the video, Dean introduces this model as a funnel that starts with basic user support and escalates as needed.

💡Release Management

Release Management is the process of planning, coordinating, and deploying changes into the live environment in a controlled manner. It involves testing and deploying software updates, bug fixes, and infrastructure changes. In the video, Dean mentions Release Management as the practice that takes over after Change Management, ensuring changes are properly deployed and communicated.

💡Deployment Management

Deployment Management is the technical aspect of rolling out changes to live environments. It focuses on physically deploying updates such as bug fixes, patches, or hardware changes. In the video, Dean refers to Deployment Management as the final step in the ITIL value stream, ensuring that changes are successfully implemented in production.

💡Knowledge Hub

A Knowledge Hub in the context of ITIL is a centralized repository where knowledge about IT systems, incidents, and resolutions is stored and shared with the user community. In the video, the Service Desk is described as a Knowledge Hub, collecting and distributing information to help users resolve issues faster and prevent recurring problems.

Highlights

Introduction to ITIL process skeleton, a basic set of ITIL practices that help achieve a value stream.

The video will reference other related videos and lessons, building a comprehensive library on managing technology.

The ITIL process model is connected to the stages of Plan, Build, and Run, which also correlate with strategic, tactical, and operational phases in IT.

Explanation of the 'tiered support model' with Level 1 (Service Desk), Level 2, and Level 3 support teams.

Service Desk's role includes handling user incidents, logging tickets, and quickly addressing problems.

Incidents may be escalated to higher support levels or discovered through event management systems.

Introduction of Problem Management: while Incident Management focuses on fixing problems quickly, Problem Management aims to solve issues properly.

Key ITIL processes include Incident Management, Problem Management, and Change Management.

Change Management involves raising change requests to modify infrastructure or applications.

Importance of visibility and socialization in Change Management for collaboration and feedback.

Change requests lead to Release Management, where changes are tested and deployed into live environments.

Release Management works with Deployment Management to implement bug fixes or hardware updates.

The aim of these processes is to restore value to the user by resolving incidents and preventing their recurrence.

The video promises future lessons on supporting processes to enhance the ITIL skeleton framework.

Encouragement to subscribe, like, and share the video, with links to follow-up lessons and an invitation for viewer interaction.

Transcripts

hey guys and welcome back to how to

manage tech with me dean tooby in this

video i want to take you through an itel

process skeleton in other words it's a

set of very very basic iteal practices

that are connected together to help you

get a result like a value stream is

another way of looking at it

during the video i'm going to put in

links to

topics that i mentioned so when i

reference other videos that are made out

of the lessons you'll see a card appear

in the middle of the video so you can

link off to that at the end of this

lesson i'll also put links to follow on

lessons and proceeding lessons my idea

is that these videos build into a

library that you can work your way

through and bring yourself up on how to

be a good manager of technology let's

get stuck in

in this video i want to talk you through

the first in a series around plan build

and run these are the major stages in it

it's a fairly well-trodded model we're

transitioning from

some earlier versions of iceland to the

newer versions of vital and that plan

build run model still holds or if you

want to think about it in terms of

strategic tactical and operation long

term planning and thinking

medium term tactical six to 18 months

around solutions and designs operations

and run in the short term living from

minute to minute week to week day to day

let's get stuck in you'll remember that

we spoke last time about the four main

areas that are required to build a

solution so we have business analysis

project management architecture and it

service management the itunes service

management space one of the most popular

frameworks out there is itil

what i want to do with you today is i

want to talk to you about i.t service

management

and what i want to do now is i want to

walk you through

a set of iteal practices that come

together into what we call a value

stream and how they operate end to end

to help you achieve a result

what i want to do is i want to start

with a user contacting the service desk

what we have now is a user and they're

contacting

a service desk and

i'm going to draw the service desk like

this as a group of people i'm just going

to use a box to denote that group of

people and our service desk is a classic

uh pointy end if you like of what we

call tiered support model that's the

funnel that looks like a level one level

two level three and i can talk to you

about that when we talk about people a

little bit later on what i want to do

now is suggest that the service desk

acts as what we call level one so they

receive initial phone calls emails chat

maybe look at social media i also like

to think of my services acting like a

knowledge hub and they're harvesting

knowledge from the user community and

back out to the user community providing

that first level of response

one of the main things that the service

desk does is respond to user incidents

and so let's add that into our drawing

if i have a user bringing up reporting

an error one of the things that the

service desk is going to do is they're

going to log a ticket or what we call an

incident the whole purpose of incident

is to fix it quickly right this is a

fast response to problems in the user

community now

we also have incidents that are major

incidents that affect infrastructure and

typically we're expecting those to be

found by our event management by

operational teams and it's not uncommon

for some of these incidents to be found

by the service desk as well and they

first to hear about it through user

reports this would sort of indicate

we've got a hole in our event management

but let's talk about that at another

time if incident management is a process

directed at fixing

breakdowns and fixing them quickly and

getting things repaired then the

follow-on problem management process is

all about fixing things properly so what

i'm going to do is say let's add in here

a follow-on which is problem management

this is a different process and if

incident manager is about fixing it

quickly then problem management is about

fixing it properly right

and so what that gives us then is two of

our most important ital processes one

directed at fixing things quickly by

level one and rarely level two level

three specialized support especially for

users and the other problem management

about fixing things properly typically

that's doing a bit of r d replicating

the issue and so on and that is more

technical that's often done more that

level two level three support

now one of the most common ways of

fixing a problem is typically to use

change manage to change add modify or

remove part of the infrastructure part

of the application part of the services

and so what i'm going to do now is add

in the change management process into

our chain and show that here we are

raising what we call a change request

and this can take the form of a user

story going on to a backlog or

as i say chain request being logged into

a service management tool and that

essentially is a record that we're going

to do some work we're going to modify

something what it does by logging the

change record is create visibility allow

socialization of the change allow people

to comment on how they think the change

is going but these three processes are

amongst the most powerful in itel now it

might be enough to pause there but i

think i do need to finish the story for

the moment after we've raised the change

in the it service management world

those changes go out as part of a

release and they're physically deployed

after having been tested so let's add

some of that stuff in now so change uses

a practice called release management to

do the build test and deploy including

planning and

coordination and communication and that

works with a deployment management which

is the technical work of physically

rolling out updates and what happens

there is we're going to send out to

different live environments

the necessary change and effectively

what happens is we deploy

the bug fix

or the patch or replace the network card

that was causing the incidents and

hopefully if we've nailed the root cause

it was identified in problem the

incidents go away and they don't return

okay so that is an example of end-to-end

processes working together in a value

stream to restore value back to a user

who's having an application error

okay

i'm going to leave it there for now

that's the core process that itel has to

offer the it industry in my next lesson

i'm going to expand on that with what

you might call supporting processes to

fill out the itil skeleton join me there

i really hope you're learning how to

manage your tech i'm dean tuvey thanks

for joining me

if you like this video then hit the like

button and subscribe remember to hit the

bell notification so be updated when i

release a new lesson and feel free to

share this lesson with anyone you think

you might get value out of it i've added

some cards to the next lessons you might

want to watch after this one feel free

to ask many questions or leave a comment

below along with any ideas you have for

future videos thanks very much for

watching i look forward to chatting to

you more soon