IT Service Delivery - An Enterprise Approach by Mark Guidry

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  • 1. IT Service Delivery – An Enterprise Approach Mark Guidry October 18, 2007
  • 2. 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
  • 3. 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
  • 4. 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
  • 5. 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)
  • 6. 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
  • 7. ITIL Primary Model
  • 8. Service Support Process Areas
  • 9. Configuration Management
  • 10. Service Desk
  • 11. Incident Management
  • 12. Problem Management
  • 13. Change Management
  • 14. Release Management
  • 15. Service Delivery Process Areas
  • 16. Availability Management
  • 17. IT Service Continuity
  • 18. Capacity Management
  • 19. Financial Management
  • 20. Service Level Management
  • 21. Security Management
  • 22. 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
  • 23. 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
  • 24. 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
  • 25. Backup Slides
  • 26. 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
  • 27. Service Management
  • 28. ITIL Diagram
  • 29. ITIL Diagram Big