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  • Introduce CSIS speakers Ask audience key questions: Raise your hand if you are currently implementing ITIL in your organizations (if a lot, ask for a show of hands by number of years) Raise your hand if you are looking into implementing ITIL Raise your hand if you have no idea what ITIL is and are here to learn about ITIL Raise your hand if your organization: Have more than 50,000 students Between 5,000 and 50,000 students Under 5,000 students
  • Review outcomes on this slide and the next.
  • ITIL provides a framework of processes for the management of IT Strategy – assist in developing the ability to operate strategically Design – facilitates the introduction of services ensuring quality delivery, customer satisfaction and cost-effective service provision. Aims to design services together with the governing IT practices, processes and policies to realize the strategy. Transition – the phase in the lifecycle that is responsible for the development and improvement of capabilities for transitioning services into operation, e.g .change management, service validation (testing), release & deployment) Operation – phase in the lifecycle that is responsible for the “business-as-usual” activities. Not a process – includes many functions and processes Continual Service Improvement – the phase responsible for creating and maintaining value for customers
  • CSIS chose to adopt the ITIL framework for a variety of reasons. We are required to have an Independent Project Oversight Consultant (called in IPOC) that regularly reviews our work and reports to the Department of Finance. Our IPOC recommended we adopt a best practices framework because they thought it would give our processes more external credibility.
  • Procedures crossed departments. Good communication between departments
  • Utility, or fitness for purpose, is the functionality offered by a product or service to meet a particular need. Utility is often summarized as “what it does”. Warranty, or fitness for use, is a promise or guarantee that a product or service will meet its agreed requirements. Warranty is “how the service is delivered”. If I go to a hairdresser to get a haircut (the Utility being the haircut service) I’ll certainly will be expecting that: It won’t take too long to get my hair cut My head suffers no harm I have a comfortable chair and so on…


  • 1. November 18, 2009 Copyright © 2009, FCMAT/California School Information Services Implementing the Information Technology Infrastructure Library (ITIL) Framework
  • 2. Agenda Review
    • Introduction
    • Overview of ITIL
    • RACI Matrix
    • How CSIS Approached ITIL Implementation
    • CSIS ITIL Implementation Artifacts
    CETPA November 2009, Slide
  • 3. Outcomes
    • By the end of the session, participants will have increased awareness of:
    • The ITIL framework
    • Potential benefits and challenges to ITIL adoption
    • An example of embedding ITIL best practices into procedures
    CETPA November 2009, Slide
  • 4. Outcomes
    • By the end of the session, participants will have increased understanding of:
    • What a RACI matrix is and how it helps
    • Key performance indicators (KPIs)
    • ITIL adoption by other CETPA attendees
    CETPA November 2009, Slide
  • 5. Overview of ITIL CETPA November 2009, Slide
  • 6. Overview of ITIL
    • Information Technology Infrastructure Library
    • Started in 1980
    • British Office of Government Commerce (OGC)
    • Version 1 – 1980 to ~1995, 40 books
    • Version 2 – ~1994 to 2005, 9 books
    • Version 3 – 2004 to 2007, 5 books
    CETPA November 2009, Slide
  • 7. ITIL Lifecycle
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
    CETPA November 2009, Slide
  • 8. Purpose of ITIL
    • IT Governance model
      • Meant to address and correct poor practices
      • Defines a set of best practices in 24 disciplines
      • Provides a structured approach to processes
      • Link the IT investment to the business mission
    CETPA November 2009, Slide
  • 9. Continual Service Improvement Service Generation Supplier Management Knowledge Management Request Fulfillment Management Demand Management Service Catalog Management Service Evaluation Event Management Service Portfolio Management Information Security Management Service Validation and Testing Access Management Financial Management IT Service Continuity Management Transition Planning and Support Problem Management Capacity Management Release and Deployment Management Incident Management Availability Management Service Asset and Configuration Mgt. Service Desk Service Level Management Change Management IT Operations Management Application Management Technical Management Service Strategy Service Design Service Transition Service Operation Service Reporting Service Management 7 Step Improvement Process
  • 10. RACI Matrix CETPA November 2009, Slide
  • 11. RACI Matrix
    • R = Responsible
    • A = Accountable
    • C = Consulted
    • I = Informed
    • The RACI matrix is a formal way of establishing the role for each stakeholder/participant.
    CETPA November 2009, Slide
  • 12. RACI Matrix Exercise CETPA November 2009, Slide
  • 13. How CSIS Approached ITIL Implementation CETPA November 2009, Slide
  • 14. CSIS ITIL Experience
    • Why ITIL?
      • Independent Project Oversight Consultant recommended adoption
      • State agencies encouraged to adopt it
      • CSIS found service lifecycle approach compelling
      • CSIS wanted a more structured approach to support our efforts for continuous improvement
    CETPA November 2009, Slide
  • 15. CSIS ITIL Experience
    • Where CSIS was with processes prior to ITIL
      • Shared vision and goals
      • Repeatable procedures developed and adopted for most processes
      • Inclusive and established software development lifecycle
      • Project management practices in place including:
        • Project plans and schedules
        • Defined project success criteria
        • Project closeout process
        • Lessons learned applied to new projects
    CETPA November 2009, Slide
  • 16. CSIS ITIL Experience
    • What we hoped to gain
      • New ideas, new strategies for improvement
      • Better metrics for measuring success
      • Improved processes
      • Improved services
      • External concurrence on quality of our processes
    CETPA November 2009, Slide
  • 17. CSIS ITIL Experience
    • How we started:
      • Talked to others who were implementing ITIL
      • Completed gap analysis
      • Planned to start with a few key procedures
      • Planned to train staff on ITIL:
        • Three-day Foundation training for management team
        • One-day awareness training for all other staff
        • Intermediate courses based upon needs of specific jobs
    CETPA November 2009, Slide
  • 18. CSIS ITIL Experience
    • What have we accomplished?
      • Foundation and awareness classes completed
      • Continual Service Improvement intermediate class completed
      • Revised schedule of procedures to be updated
      • Revised SOP for SOPs
      • Service Desk, Change and Issue Management, Testing procedures
      • Strengthening continual service improvement procedures through ITIL
    CETPA November 2009, Slide
  • 19. CSIS ITIL Experience
    • What surprised us?
      • ITIL does not address software development lifecycle
      • ITIL does not address project management
      • ITIL does not include specific techniques for developing continual improvement metrics
    CETPA November 2009, Slide
  • 20. CSIS ITIL Experience
    • What surprised us?
      • It was difficult to work on just one procedure at a time
      • The value of distinguishing between warranty and utility (fit for use and fit for purpose)
      • How much we had in place
      • How much new vocabulary there was to learn
      • ITIL does not suggest organization structure
    CETPA November 2009, Slide
  • 21. CSIS ITIL Implementation Artifacts CETPA November 2009, Slide
  • 22. Overview of CSIS Service Desk SOP CETPA November 2009, Slide
  • 23. Continual Service Improvement Sample Metrics CETPA November 2009, Slide
  • 24. End of the Beginning
    • Key ITIL Concepts not Addressed in this Presentation:
      • Service Level Agreements
      • Service Portfolio
      • Service Catalog
    • Our experience with ITIL is not yet complete
      • IT Service Management Forum
        • http://www.itsmfi.org/
      • Other organizations implementing ITIL
    CETPA November 2009, Slide