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  • This diagram illustrates the major interfaces and deliverables within the Service Support processes. Configuration Management Support all of the ITSM processes by providing an accurate and up-to-date logical model of the IT infrastructure. Service Desk (Function) Initial point of contact between Users and the IT organization. Incident Management Capture Incident details and restore services as quickly as possible. Problem Management Identify the underlying causes of Problems and proactively prevent the recurrence of future Incidents and Problems. Change Management Minimize the number of change related Incidents through a well-defined change approval process and standardized procedures. Release Management Ensure the successful rollout of releases into the IT infrastructure, including building, testing, implementation and training.
  • This diagram illustrates the major interfaces and deliverables within the Service Delivery processes. Service Level Management Make clear agreements with the customer about type and quality of IT services to be delivered and implement these agreements. Availability Management Ensure the appropriate deployment of resources, methods and techniques, to support the availability of IT services agreed with the customer. Capacity Management Optimize the cost, timing of acquisition, and deployment of IT resources, to support agreements made with the customer. Financial Management Addresses the prudent provision of IT services. IT Service Continuity Management Addresses the preparation and planning of disaster recovery measures for IT services in the event of a business interruption. Security Management Protects the value of information in terms of confidentiality, integrity and availability.
  • ITIL is focused on improving service quality to the customer. Customers who adopt the ITIL framework can expect to see improved alignment of IT with the business, a long-term reduction in the cost of IT services, and better service quality and responsiveness. Customers should see a reduction in system outages as proactive planning and quality measures are implemented, and they should be able to implement IT infrastructure changes more quickly to support new business requirements. Customer satisfaction should increase because service providers will understand what is expected of them, based on business needs. Support services should become more competitive. Service providers will also benefit from the adoption of ITIL. Service providers should see improvements in service delivery because they will have a single definable, repeatable, scalable, and consistent set of IT processes. Roles and responsibilities will be properly aligned and understood. Communications between IT departments should improve because the linkages between processes will be documented and understood. Service providers should see better resource utilization and resources will be allocated based on business demands. Staff will be more professional and motivated because skill requirements and capabilities, along with job expectations, are better understood.
  • ITIL defines three levels of certification. The Foundations Certificate is the first level and covers Service Management essentials. Foundations classes typically last 2 days, and culminate with a 1-hour multiple choice exam.
  • ITIL describes what needs to be done but not how it should be done. ITIL does not claim to be a comprehensive description of everything within IT, but IT management “best practices” observed and accepted in the industry. ITIL does not define: Every role, job, or organization design Every tool, every tool requirement, every required customization Every process, procedure, and task required to be implemented
  • ITIL describes what needs to be done but not how it should be done. ITIL does not claim to be a comprehensive description of everything within IT, but IT management “best practices” observed and accepted in the industry. ITIL does not define: Every role, job, or organization design Every tool, every tool requirement, every required customization Every process, procedure, and task required to be implemented
  • ITIL describes what needs to be done but not how it should be done. ITIL does not claim to be a comprehensive description of everything within IT, but IT management “best practices” observed and accepted in the industry. ITIL does not define: Every role, job, or organization design Every tool, every tool requirement, every required customization Every process, procedure, and task required to be implemented
  • ITIL describes what needs to be done but not how it should be done. ITIL does not claim to be a comprehensive description of everything within IT, but IT management “best practices” observed and accepted in the industry. ITIL does not define: Every role, job, or organization design Every tool, every tool requirement, every required customization Every process, procedure, and task required to be implemented

Transcript

  • 1. NAPHIT 2006 Annual Meeting Information Technology Infrastructure Library - ITIL Michael Orr IBM – Senior Consultant, IBM/Tivoli Services [email_address] 910-681-0140 ITIL ® is a Registered Trademark of the Office of Government Commerce (OGC)
  • 2. Presentation Objectives
    • In thirty minutes
    • Answer the questions:
      • What is ITIL?
      • Why should you care?
      • How does it relate with other things you’ve heard about?
    • Case study
  • 3. ITIL Defined
    • Information Technology Infrastructure Library (ITIL)
    • A library of books describing best practices for IT Service Management (ITSM)
      • Not a “standard” – evolving industry best practices
    • Describes goals, activities, inputs & outputs of processes
    • Specific procedures vary from organization to organization
    • Worldwide de facto approach to IT management
    • Open approach – not tied to any vendor
    • IBM has been involved with ITIL since its inception in 1988
      • Currently >3,500 ITIL-certified employees in 37 countries
      • Platinum membership in the IT Service Management Forum (itSMF)
    R ITIL is a registered trademark of the OGC (the UK Government's Office of Government Commerce) Service Support Service Delivery ICT Infrastructure Management Application Management Security Management Planning to Implement Service Management ITIL Software Asset Management ITIL
  • 4. The ITIL Publications Framework Source: OGC The Business The Technology Planning to Implement Service Management IT Service Management The Business Perspective ICT Infrastructure Management (Information & Communication Technology) Applications Management Service Support Service Delivery Security Management
  • 5. Service Support Processes Service Desk (Function) Configuration Management CMDB Incidents Customers & Users Incidents -RFCs from IT staff, users, customers New releases RFC RFC Source: W. Cook Used with Permission Incident Management Problem Management Change Management Release Management -Incidents -Problems -Known Errors -Changes -Releases
  • 6. Service Delivery Processes Alerts, Exceptions & Changes -Inquiries -Communication -Reports and updates System Management Tools IT Infrastructure -Security plans -Intrusion prevention -Security event logging -SLAs, OLAs, SLRs, UCs -Service catalog -Requirements, targets, achievements Source: W. Cook Used with permission. Service Level Management Availability Management Capacity Management IT Financial Management IT Service Continuity Management Information Security Management Customers & Users
  • 7. Benefits of ITIL
    • Common language to be used by all participants in implementing ITSM
    • Alignment of IT with the business needs
      • Work with business units to define standard, repeatable services
    • Reduction of long-term costs for IT services
      • Repeatable services provides for continued improvement and thus cost reduction. Think assembly line model
      • Balance between effectiveness, efficiency, and cost for special projects
    • Improved service quality and responsiveness
      • ITIL incorporates quality management strategies
    • Provides enhanced structure for regulatory compliance audits
      • Standard services provide standard processes, metrics, roles, and responsibilities for auditing
      • Regulatory audit exposures more easily identified for exception projects
  • 8. ITIL Certification
      • Examination Focus
        • Basic concepts of ITIL
        • IT Service Management processes and process interfaces
        • The benefits of IT Service Management
    Level 1: Foundation Certificate
      • Examination Focus
        • Varies depending on the particular process area.
        • Practitioner exams are available as clustered groups of processes, such as Config/Change/Release Mgmt
    Level 2: Practitioner Certificate
      • Examination Focus
        • Details of all the ITIL process areas as well as practical applications and implementation issues.
    Level 3: Service Manager Certificate
  • 9. ITIL – a framework of best practice guidance for IT Service Management CMMI – consists of best practices that address product development and maintenance Six Sigma – uses root cause analysis to identify process improvements ISO 9000 – requirements on the design of processes involved in design and delivery Baldrige Award – assessment of seven aspects of process implementation and results CobiT – provides tools to assess and measure the IT processes in a business Relating IT Management Standards and Frameworks Content Quality Assessment IT Process Excellence
  • 10. “ Sorting Out” the models, standards and frameworks – IBM’s Opinion = Yes, suitable for use = Proceed with caution, not its primary purpose = No, not suitable Zachman SAS 70 ISO 20000 COSO COBIT Capability Model Framework Process Model Standard IT Service Mgmt System IT Management System Quality Mgmt System Solution Design Assessment Attestation not Cert Audit/Certification Practices (common, good, best) Six/Lean Sigma ISO 9000 E-SCM CMMi ITIL Refresh ITIL V2 PRMIT (IBM) CBM4IT (IBM)
  • 11.
    • Department of Health, State of Florida
    • Customer Profile:
      • 160 person IT organization
      • 100 associated staff imbedded in business units
      • Supports 17,000 users
    • Motivation for implementing ITSM:
      • State legislature applying pressure on costs
    • Getting Started:
      • Started program 11/04
      • Focal point received formal education on ITIL
      • Education of CIO and Bureau Chiefs; gained executive buy-in
      • Previously established process improvement team served as spearhead
      • Performed self-assessment using OGC tool
    NAPHIT - ITIL Case Study
  • 12.
    • Planning
      • Developed 6 month awareness and education for organization
      • Reviewed starting with CMDB, but found technology insufficient
      • Start with Service Level Management, constructed Service Catalog
      • Moved to more mature processes, Incident and Problem, to illustrate “quick wins”
    • Design
      • Process design done in-house, local variations allowed in some areas
      • Technology/tool selection done once process understood
    • Implementation
      • Organization-wide roll-out of Service catalog, Incident and Problem Management
      • Had to illustrate organizational level advantages to field to gain acceptance
    NAPHIT - ITIL Case Study cont.
  • 13.
    • Benefits Realized
      • Provides a consistent management structure for handling service requests from customers
      • Reduced the number of outstanding incident tickets that needed cross-team analysis and resolution
      • Assists in aligning our Legislative budget requests with known best practice endorsed by the Legislature
    • Future
      • Started examining Change and financial management
      • Due to legislative funding cuts cost pressures, process improvement team dissolved, but effort continues
    • Contact: Monique Emmanual, [email_address]
    NAPHIT - ITIL Case Study cont.
  • 14.
    • Adopt and Adapt
    • Adopt ITIL as a common language and reference point for IT Service Management best practices and key concepts
    • Adapt ITIL best practices to achieve business objectives specific to each company
    ITIL Implementation
  • 15. Online Resources
    • Office of Government Commerce (OGC)
      • The “mother ship” of ITIL
      • http://www.ogc.gov.uk/
    • IT Service Management Forum
      • Also an excellent source of ITIL publications
      • http://www.itsmf.com/
    • IT Tool Selector
      • Online resource for ITIL tools
      • http://www.toolselector.com
    • ITIL Examination Body (EXIN)
      • Produces and administers ITIL exams
      • http://www.exin-exams.com/