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IT Service Delivery - An Enterprise Approach by Mark Guidry
 

IT Service Delivery - An Enterprise Approach by Mark Guidry

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    IT Service Delivery - An Enterprise Approach by Mark Guidry IT Service Delivery - An Enterprise Approach by Mark Guidry Presentation Transcript

    • IT Service Delivery – An Enterprise Approach Mark Guidry October 18, 2007
    • What Is IT Service Delivery?
      • Service Delivery is the method by which an organization acquires, maintains, supports and operates its IT infrastructure
        • Hardware
        • Networking
        • Software
          • Custom
          • Vendor supplied
        • Security
    • IT Service Delivery - Implementation
      • Often a home grown collection of organizational structures and processes
        • “Ad Hoc” evolution
        • No clear governance model
        • Not process driven
        • Unclear roles and responsibilities
        • Inflexible – may hamstring the business as it grows and evolves
    • Process Frameworks
      • A Process Framework Provides High level Process Structure and Definition
        • Defines process areas and their relationships
        • Supplies a governance model
        • Does not define process details
        • Does not specify policies
      • There Is An Industry Standard Process Framework For IT Service Delivery
    • IT Infrastructure Library (ITIL)
      • Started by British Government as collection of best practices for IT service delivery
      • Evolved into an IT governance model for service delivery
      • De facto standard for enterprise services delivery - process framework
      • ISO standard (ISO 20000/BS 15000)
    • Why Use ITIL?
      • You Don’t deliver consistent services or support
      • You are in the business of fire fighting rather than delivering
      • Your clients come to you with solutions rather than problems
      • You have cross functional communication problems and silos
      • You are unable to easily answer questions about your environment and systems
      • Poor understanding of capacity and financial conditions
    • ITIL Primary Model
    • Service Support Process Areas
    • Configuration Management
    • Service Desk
    • Incident Management
    • Problem Management
    • Change Management
    • Release Management
    • Service Delivery Process Areas
    • Availability Management
    • IT Service Continuity
    • Capacity Management
    • Financial Management
    • Service Level Management
    • Security Management
    • What Should You Expect From ITIL?
      • Improve the quality and speed of responses to customers
      • Be Pro-active versus Re-active
      • Reduce the overall number of incidents
      • Find permanent solutions
      • Improve control of SLA performance
      • Improved management decisions using service and customer centric data
      • Targeted, considered investments to gain operational efficiencies through use of proven best practices
    • Conclusion
      • If you’ve done IT Service Delivery you will understand ITIL
      • Start small and grow by iteration
        • ITIL “out-of-the box” is large
        • No obvious start point
      • ITIL provides an excellent model to improve your IT Service Delivery
    • References
      • ITIL Originators - www.itil.org.uk/
      • ITIL Central - itsm.fwtk.org
      • The ITIL 'Open' Encyclopedia - itil.technorealism.org
      • The ITIL and ISO 20000 Support Portal - www.15000.net
      • Common Myths About ITIL- itmanagement.earthweb.com/netsys/article.php/3615866
      • Top ITIL Myths - itmanagement.earthweb.com/service/article.php/3295251
      • Advanced ITIL for the IT Professional www.nextslm.org/itil/itil_basics.htm
    • Backup Slides
    • Process Hierarchy
      • Policy – a high-level overall plan embracing the general goals and acceptable procedures and processes used to implement it.
      • Process – The set of activities used to achieve a goal defined by the policy.
      • Procedure – The sequence of steps required to implement each activity in a process
    • Service Management
    • ITIL Diagram
    • ITIL Diagram Big