Introduction to

ITIL Concept
Change Management and
Configuration Management

MTR Corporation

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Agenda
1. Introduction to Basic Concept in ITIL
2

Change Management Process and Sharing

3. Configuration Management Process and Sharing

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Introduction to ITIL
(Overview)

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Whats ITIL ?

ITIL (Information Technology Infrastructure Library) is a public framework

that describes Best Practice in IT service management. It provides a
framework for the governance of IT and focuses on the continual
measurement and improvement of the quality of IT service delivered from
both a business and a customer perspective.

ITIL has provided not only a best practice based framework for IT
management, but also an approach and philosophy shared by the people
who work with it in practice.

ITIL was originally developed in 1980s and has been updated twice, the first
time in 2000-2002 (V2), and the second time in 2007 (V3). ITIL is supported
by the IT Service Management Forum (itSMF), an internationally recognized
not-for-profit organization dedicated to support the development of IT service
management

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Benefits from ITIL Service

Management

Increased user and customer satisfaction with IT services

Improved service availability, directly leading to increased business profits

and revenue

Financial savings from reduced rework, lost time, improved resource

management and usage

Improved time to market for new products and services

Improved decision making and optimized risk.

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ITIL Service Lifecycle

ITIL V3 approaches service management from the lifecycle aspect of a
service.

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ITIL Service Management

Mission
Statement

Business IT
Alignment

Service
Strategy

Service
Delivery

Service Design
and Transition

Service
Support

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Service
Operation

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The 5 Phases in ITIL Service LifeCycle

Service Strategy - The phase of strategic planning of service
management capabilities, and the alignment of service and business
strategies.
Service Design - The phase of designing and developing appropriate IT
services, including architecture, processes, policy and documents; the
design goal is to meet the current and future business equirements.
Service Transition - The phase of realizing the requirements from
previous stages,and improving the capabilities for the transition of
new and modified services to production.
Service Operation - The phase of achieving effectiveness and
efficiency in providing and supporting services in order to ensure
value for the customer and the service provider.
Continual Service Improvement - The phase of creating and
maintaining the value for the customer by design improvement, and
service introduction and operation.
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What s inside in each LifeCycle Phase?

Process - A structured set of activities designed to
accomplish a defined objective. Processes have inputs and
outputs, result in a goal-oriented change, and utilize feedback
for self-enhancing and self-corrective actions. Processes are
measurable, provide results to customers or stakeholders, are
continual and iterative and are always originating from a
certain event. Processes can run through several organizational
units. An example of a process is change management.

Function - A team or group of people and the tools they use

to carry out one or more processes or activities, specialized in
fulfilling a specified type of work, and responsible for specific
end results. Functions have their own practices and their own
knowledge body. Functions can make use of various processes.
An example of a function is a service desk.

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ITIL Process Definition

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Process Characteristics
Process
Characteristics

Description

Measurable

If we can' t measure a process, then it will not fit the

definition of 'closed loop', as no feedback will be available.
Measuring a process allows it to be performance driven.
Different measurements will be equired for different
audiences- for example managers may be interested in the
cost of the process, while customers may be interested in the
outcome.

Delivers specific results

The results of a process need to be identifiable, measureable

and countable. Again, without a clear result the process
cannot be managed, measured and controlled.

Delivers to a customer or
stakeholder

The customer or stakeholder can be internal or external, but it

is their expectations that shape the overall process.

Responds to specific
events

This is classed as a trigger or input to the process, and is

again important for measurement and control.

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Service Support Model

Business, Customers or Users
Difficulties
Queries
Enquiries

Management Tools

Incidents

Incident
Management
Process

Incidents

Problem
Management
Process

Communications
Updates
Workarounds

Service Desk

Changes

Change & Release

Management Process
Configuration
Management
Process

Configuration Management System

Incidents

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Problems
Known Errors

Changes & Releases

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CMDB

CIs
Relationships
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Change Management Process

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Process Objectives
To ensure that standardised methods and procedures are used for efficient and prompt handling of all Changes, in order to
minimise the adverse impact of any Change-related incidents upon service quality
Assessing the impact, cost, benefit, resource requirements and risk of proposed Changes
Developing business justification and obtaining approval
Managing and coordinating Change implementations
Monitoring and reporting on the implementation
Reviewing and closing the Changes

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Change Management Scope

In-Scope
All Production Environment including related hardware, software and
configuration items, which are owned by ITSD and are essential for
supporting a Production IT Service

Out-Scope
Development environment equipments
Frontend network devices
Data Centre Facility
Storage of actual physical form (e.g. software binaries, documents)

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Change Classification
All changes to IT production environment are
classified according to the below metrics :
Risks and Impacts
Complexity and Resources Requirement

Currently, they can be assigned into 6 different

categories according to the above metrics, and they
will follow the designated change process flow and go
through the formal review and approval process from
respective CAB (Change Advisory Board) prior to
production release.

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Change Category
Category

Characteristics

Approval Required

Standard

Low risk

Simplified, Pre-defined and Pre-authorized

Minor

Requires relatively few

resource; not complex

Simplified with DCAB approval only

Significant

Medium risk; medium

resources requirement

Full approval from TCAB & DCAB

Major

High complexity; High

impact and/or requires a
large amount of resources

Full approval from TCAB & DCAB

Emergency

Results from Incidents

(such as outage or prevent
outage)

Streamlined, Approval from ECAB only

Hardware /
OS

Special kind of change

request to capture the
changes on physical / VM
machines for updating host
CMDB

Need to associate with approved Minor /

Significant / Major / Emergency change for
execution

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Change Category Determination

Criteria
Category

Determination Criteria

Standard

For changes that can be mapped with pre-registered

Standard Change Template which is pre-approved by
TCAB members

Minor

For changes with 0 Risk Value < 0.5

Significant

For PI / SER / Infrastructure initiated Changes with

investment size below HK$ 1M or 0.5 Risk Value <
0.75

Major

For PI / SER / Infrastructure initiated Changes with

investment size over HK$ 1M

Emergency

For changes raised to address Priority 1 Incidents and

need higher-level management attention and
streamlined approval

Hardware / OS

For those changes to physical hardware / VM

machines or its Operating System

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Change Category Determination

Criteria (Cont)
The Risk Value associated with a change is determined
by the following factors together with the review by
Change
Coordinator:
Risk Criteria
Remarks
Change Duration

The estimated entire duration to execute this Change. This equals to Planned
End Date Planned Start Date

Outage Duration

The estimated duration for any outage necessary

Lead Time

The lead time for planned change to happen. This equals to Planned Start Date
Current Date

Back out is Possible

Back out possibility

Back out Recovery Time

Time needed to revert back the change to previous baseline

Within SLA Change Window

Whether the Change is fall within the non-Service hours specified in SLA

Impact on the Network

The area of the MTR corporate network to be affected

No of Domains required

The technical areas to be involved; e.g. System Software, Database, other

Application interfaces, PC desktop configuration etc. One technical area means
one domain to be involved

No of CIs being changed

How many estimated no. CIs will be involved (added, altered or retired) in this
Change

Impact on other CIs

The impact of implementing this Change to other CIs listed above

No of previous successful
Implementation of this type of
change

Whether similar kinds of changes has been executed before

Business Impact

Significance of this Change to the business

Urgency

Urgency of this Change to the business

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Change Advisory Board (CAB)

The Change Advisory Boards are formulated to assess
the changes from different viewpoints. They will take
the advisory role, review and assess the proposed
changes, and carry the authority to approve or reject
the proposed changes. Currently, 3 different types of
CAB are introduced :
Technical CAB

Deployment CAB

Emergency CAB

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CAB Objectives and Meeting Frequency

CAB
Technical
CAB (TCAB)

Objectives
Assess the risk
and impact of the
changes from
technical
viewpoint

Deploymen Assess the

t
readiness to
CAB (DCAB) deploy the
changes to
Production
environment and
post
implementation
support
Emergency Assess the
CAB (ECAB) change to address
incidents /
problems under
an emergent or
adhoc condition
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Meeting Frequency
Meeting is arranged on needed
basis to assess change requests
and monthly review meeting for
the post implementation review
for the changes within the month.
Meeting is arranged 2 times for
each week to assess change
requests.

Most often the approval is

conducted through email or
phone communication

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Roles and CAB membership

Roles

Members

Process Owner

Raymond Yip

Change Requestor

All ITSD Staffs

Change Owner

All ITSD Staffs

Change Manager

Raymond Yip/Albert Cheung

Change Coordinator

Albert Cheung/Desmond Chiu

Release Manager

Raymond Yip

Config Manager

Raymond Yip / Desmond Chiu

Config Data Analyst

Desmond Chiu / Albert Cheung

Technical CAB

Nominations by DHoIT, ISS , ITEA and ITS

Section Heads

Deployment CAB

(a) Nominations by IS/IT Managers

(b) PCU
(c) Operation Team Representative
(d) IT Help Desk

Emergency CAB

ITS & ISS section head

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Change Management Process Flow

1. Standard Change
A standard change template must be registered
before a standard change can be raised against the
approved template

Standard Change
Regis tration Form

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Change Management Process Flow

2. Minor Change
It needs approval from both Change Manager and
DCAB members before deployment to production

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Change Management Process Flow

2. Minor Change

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Change Management Process Flow

3. Significant / Major Change
It needs approval from both TCAB members and
DCAB members before deployment to production

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Change Management Process Flow

3. Significant / Major Change

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Change Management Process Flow

4. Emergency Change
It needs approval from ECAB members before
deployment to production

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Change Management Process Flow

4. Emergency Change

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Change Management Process Flow

5. Hardware / OS Change
For approved change requests involving Physical /
VM hosts / OS installation, this change request
should be raised and captured information is used to
update CMDB

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Configuration Management
Process

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Process Objectives

The Configuration Management (CM) manages the Configuration Items

(CIs) in order to support the other service management processes. CM
defines the service and infrastructure components and maintains accurate
configuration records.

To provide a logical model of the IT infrastructure by identifying,

controlling, maintaining and verifying the versions of ALL
Configuration Items in existence.

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Objectives of CMDB
Support Process*

In the Way

By Providing

Incident Management

To facilitate assessment of business

impacts of Incidents
To pinpoint possible failure CI and
the owner

Upstream relationship to
depending IT Services of a
particular CI
CI owners / administrators
contacts

Problem
Management

To facilitate identification of root

causes

Downstream relationship to
supporting CIs of a
particular IT Service
Overall relationship tree
view of IT Services

Change Management

To facilitate assessment of business

impacts of proposed Changes

Service to CIs dependency

Basic attributes of CIs

*In general, CMDB is the foundation of all ITIL processes

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Activities of Configuration Management

Planning
The management team and configuration management decide what level of
configuration management is needed and how this level will be achieved. This is
documented in a configuration management plan.

Identification

- Configuration identification focuses on establishing a CI classification system.

Configuration identification determines: the configuration structures and selection
of CIs; the naming conventions of CIs, the CI labels; relations between CIs, the
relevant attributes of CIs

Configuration Control

-Configuration control ensures that the CIs are adequately controlled. No CIs can be
added, adapted, replaced or removed without following the agreed procedure.

Status Accounting

- The lifecycle of a component is classified into different stages. For example:

development or draft, approved and withdrawn. The stages that different types of
CIs go through must be properly documented and the status of each CI must be
tracked.

Verification and Audit

- Reviews and audits to verify physical existence of CIs

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Configuration Management Scope

In-Scope
Any server hosts (including both physical and virtual machine), Software
components which are owned by ITSD and are essential for supporting
a live Service (Regardless of Production / non-production environments)

Out-Scope
Frontend network devices
Data Centre facility
User workstations

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Configuration Item

A Configuration Item (CI) is an asset, service component or other item that

is ) controlled by configuration management.
Contain attributes that further define it

Attribute

A piece of information describing a CI, e.g.:

- Name
- Location
- Version number

CMDB (Configuration Management DataBase)

A database that contains all relevant details of each CI and details of the
important relationships between CIs

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CI Classification
CI Class

Description

Examples

Application

A logical composition of functionalities

to support business processes

Oracle ERP, IBM Websphere, MS SQL, HP OVSC,

MS Exchange

Compute

All kinds of server platforms

Mainframe, Unix Servers,

Windows Servers

Documentati
on

All Service supporting documents

Operation Manual

Network

All kinds of network devices

Routers, Switches, Hubs

Service

All IT Services provided by ITSD

AFCOIM, Corporate Email,

FMS

Storage

All kinds of storage devices

SAN, tape library, NAS

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CI Relationships
Relationship Type

Relationship Subytpe

Physical

Connected/Connected

Physical

Consists of/Is a part of

Logical

Associated/Associated

Logical

Connected/Connected

Logical

Consists of/Is a part of

Logical

Installed on/Has installed

Logical

Hosts / Is hosted on

Logical

Is DR for/has DR

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Logical Model
Service
Consist of / Is part of

Application
Component

Consist of / Is part of

Consist of / Is part of

Application
Component

Hosts / Is Hosted on

Compute
Connects

Storage

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Maintenance of CMDB
A CMDB has been built and under control by Change
Management Process

Useful for impact analysis in case a system

component is malfunctioning

System supports have the sole responsibility to

update the CMDB of the responsible service

A Change Request need to be raised to update the

CMDB records.

The CMDB can be accessible on-line through service

management tool and reporting

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(Reference Screenshot for Viewing CMDB)

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(Reference Screenshot for Viewing CMDB)

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(Reference Screenshot for Viewing CMDB)

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(Reference Screenshot for Viewing CMDB)

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(Reference Screenshot for Viewing CMDB)

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Sample Service Tree

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