Cost Benefit Analysis of Implementing Configuration Management
After formalizing Configuration Management across all platforms supported by the Service Desk, The Service Desk Agents have a much greater insight into the relationship between users, configuration items and incidents. The three people assigned to incident matching can be reduced to two resulting in a benefit of $80,000/yr
Case Example Supporting Implementing Release Management
Suppose a software “patch” is installed to a widely used system and has a “bug”. The previous version should be reinstalled but due to poor version management, the wrong version is used, resulting in a system shutdown that lasts three hours and affects two-thirds of all employees. This will cost the organization $50,000 in lost productivity
ITIL's framework is not an inflexible set of standards.
The guidelines can be adapted to suit different business and
Don't spend time in areas where processes are satisfactory
and close to complying with ITIL guidelines.
Part-time implementation of ITIL processes will slow project
completion but result in easier adoption by staff
Identify areas for quick wins to demonstrate the value of
Process improvement always requires a senior executive to
champion the endeavor while promoting the values and
maintaining the project's focus.
An active steering committee also is essential to sustain participation across the management team.
Bottom Line: Enterprises will realize valuable process improvements and better measurement and reporting of process outcomes through the adoption of ITIL processes and guidelines. Source Gartner -2003
CCTA The Central Computer and Telecommunications Agency.
Incident An operational event which is not part of the standard operation of a system. It will have an impact on the system, although this may be slight and may even be transparent to the users.
Customer Recipient of a service; usually the Customer management has responsibility for the cost of the service, either directly through charging or indirectly in terms of demonstrable business need.
Business Operations Activities and procedures carried out by the user community in performing the business role of and Organization. The Help Desk Module is concerned with those business operation that use an IT-based business system.
Classification The process of formally identifying incidents, problems and know errors by origin, symptoms and cause (See Incident Classification).
Resolution Action that will resolve an Incident. This may be a Work-around.
Closure When the Customer is satisfied that an incident has been resolved.
Process A connected series of actions, activities, Changes etc. performed by agents with the intent of satisfying a purpose or achieving a goal.
CAB/EC Change Advisory Board/Emergency Committee
DSL Definitive Software Library
DHS Definitive Hardware Store
Build The final stage in producing a usable configuration. The process involves taking one of more input Configuration Items and processing them (building them) to create one or more output Configuration Items e.g. software compile and load.
Impact Measure of the business criticality of an Incident. Often equal to the extent to which an Incident leads to distortion of agreed or expected service levels.
Urgency Measure of the business criticality of an Incident or Problem based on the impact and on the business needs of the Customer.
Configuration Management The process of identifying and defining the configuration items in a system, recording and reporting the status of configuration items and requests for change, and verifying the completeness and correctness of configuration items.