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Microsoft PowerPoint - NAI ITSM-ITIL Overview 2006


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  • 1. ISO/IEC 20000 IT Service Management (ITSM) Standard & IT Infrastructure Library (ITIL) Overview and Growth Trends September 2006 Hamid Nouri President, Nouri Associates Client Briefing
  • 2. Definitions IT Service Management (ITSM) Managing IT as a series of business services that have been defined in advance as a result of collaboration and negotiations between the IT group and its business constituencies IT Infrastructure Library (ITIL) A library of IT operations best practices that provides a consistent definition of terms, a process model, activities and success measures that can help an organization implement IT Service Management For Our Valued Clients Entire contents © 2006 Page 2
  • 3. What is IT Infrastructure Library (ITIL)? Information Technology Infrastructure Library Developed by UK CCTA (now OGC) in 1980’s Result of years of analysis and research by many contributors Currently consists of 7 books providing guidance on the planning, delivery and management of quality IT services The de facto global standard of IT Service Management best practices ITIL is a process-based IT Operations framework that delivers a set of IT service management best practices that can help align IT with business requirements, improve service quality, and lower the long-term costs of IT service provision. ITIL is the world's most widely accepted approach to IT service management For Our Valued Clients Entire contents © 2006 Page 3
  • 4. How Does ITIL Work? Quality Management Framework for IT Focused on process management Process control Figure A – The Deming Cycle Figure B – The Generic Process Model For Our Valued Clients Entire contents © 2006 Page 4
  • 5. ITIL Profile Key ITIL Characteristics include: Based on best practices Common language Customer-focused Expectation management Independent of organizational structure Vendor and technology independent Fact-based decision making Optimum service against justifiable costs Process-oriented For Our Valued Clients Entire contents © 2006 Page 5
  • 6. The ITIL Framework Service Support Release Enables effective IT Services Management SERVICE SUPPORT Building blocks of All IT Services Change Problem Management Management Configuration Incident Management Management Service Level Capacity Management Management Service Desk Financial Mngmnt IT Service For IT Services Continuity Mgmt. Availability SERVICE DELIVERY Management Security Service Delivery Management Management of the IT services For Our Valued Clients Entire contents © 2006 Page 6
  • 7. An International Standard for IT Service Management Journey from British Standards Institute (BSi) to International Standards Organization • 1998 - Code of Practice [PD0005] • 2000 - Self-assessment Workbook [PD0015] - Specification [BS15000] • 2001 - Early adopters Feedback • 2002 - Rewrite as Part 1 & 2 (release 11/02) - Rewrite PD0005/PD0015 • 2003 - Formal certification scheme • 2005 - ISO Standard (ISO/IEC 20000) For Our Valued Clients Entire contents © 2006 Page 7
  • 8. ITSM Focuses on Customer’s View of Services Customer View - - - Technology View - - - Our Online eCommerce App was out for Network Application Midrange over 3 hours last week!! Desktop Server Database Mainframe Online eCommerce Service Procurement Service Claims Processing Service 91.22% = 99% x 99% x 99% x 97% x 98% x 99% x 99.9% Available For Our Valued Clients Entire contents © 2006 Page 8
  • 9. ISO/IEC 20000 Standard • 10 Core ITIL Processes Plus 4 More • Security, Service Reporting, Relationship Management, Supplier Management • Requirement for a Management System • Integration Among Processes For Our Valued Clients Entire contents © 2006 Page 9
  • 10. ITSM Reported Benefits Enhanced/Increased Service Levels Align IT goals with those of Business Units supported Make “Excellence in Service” a part of the culture Improved quality and reliability of IT services offered Optimize resource utilization Enforces collaboration across silos Move from traditional supply-demand model to customer oriented processes and service value creation For Our Valued Clients Entire contents © 2006 Page 10
  • 11. ITSM Focuses on Cost & Quality Improvements People Process Technology COSTS QUALITY • Break down inter- • Automating problem departmental barriers • Improve inventory • Define business needs in diagnosis and resolution • Focus staff on priorities process for assets terms of quality, quantity, • Better utilization of and role definition • Provide financial IT and financially assets • Increase efficiency in services information • Define services and • Consolidation of resource utilization • Reduce recurring service levels technology through process and incidents • Increase speed of • Introducing process- process-enabling service enabling technology technology • Reduce time to implement changes • Introduce project • Standardization of • Possible reduction of approach working environments the number of • Shorten incident operational resources resolution time • Move from reactive • Monitoring and reporting • Synchronization between service provision to service quality metrics • Reduce number of proactive emergencies and and consolidation of • Prioritizing effort and sleepless nights people, process, and • Provide management cost to service levels technology information on ROI, • Standardization of improvements, and/or working environments balanced scorecard Cost and quality improvements in IT services drive the cost and quality improvements in people, processes, and technology. For Our Valued Clients Entire contents © 2006 Page 11
  • 12. ITIL Adoption Trends • EXIN – Number of worldwide individual ITIL certifications • Approximately 80% of all ITIL certifications (the balance is ISEB) • ITIL Certifications are growing at the rate of 20-25% per year worldwide Exams ’93-’04 2005 1H06 100000 ITIL 150,375 92,059 61,123 80000 Foundation Service Manager 60000 Practitioner ITIL 6,754 3,015 2,511 Foundation Practitioner 40000 Total 20000 ITIL 12,496 4,848 2,377 Manager 0 2000 2001 2002 2003 2004 2005 Total 169,625 99,922 66,011 Exams 2005 2005 1H06 1H06 Worldwide N. America % Worldwide N. America % ITIL Foundation 92,059 19,184 21% 61,123 17,621 29% ITIL Practitioner 3,015 1,074 36% 2,511 1,073 43% ITIL Manager 4,848 710 15% 2,377 470 20% Total 99,922 20,968 21% 66,011 19,164 29% For Our Valued Clients Entire contents © 2006 Page 12
  • 13. ITIL Adoption Trends (cont’d) • EXIN – Number of ITIL certifications in 2005 • Approximately 80% of all ITIL certifications (the balance is ISEB) For Our Valued Clients Entire contents © 2006 Page 13
  • 14. What Gartner Says About ITIL and ISO 20000 Growth Gartner’s survey of attendees at their US Annual Data Center Conference continues to show strong growth in adoption and deployment of ITIL. Of the 134 poll participants in the 12/04 survey, 31% were planning to deploy ITIL. This was 4 to 8 times higher than any other IT related standard or framework. Gartner also predicts fast growth for the recently announced ISO 20000 standard for IT Service Management in outsourcing contracts: By 2008, "ITIL compliance" will be a buying criteria in 75 percent of relevant IT sourcing decisions (0.8 probability). By year-end 2008, at least 60 percent of relevant public-sector and at least 30 percent of relevant private-sector sourcing deals in mature information and communication technology (ICT) economies will demand ISO/IEC 20000 certification in their RFPs (0.6 probability). For Our Valued Clients Entire contents © 2006 Page 14
  • 15. What Vendors Support ITIL All Major IT industry vendors Microsoft (MOF – Microsoft Operations Framework) IBM (IBM IT Service Management Framework) HP (HP ITSM Framework) Dell – Used internally Cisco – In the process of deploying globally Systems and Network Management Vendors BMC Mercury IBM/Tivoli CA Host of specialist vendors Over 120 vendors exhibited at itSMF USA (global user group) conference in 2006 For Our Valued Clients Entire contents © 2006 Page 15
  • 16. What User Organizations Use ITIL ITIL is predominant in Europe ITIL is catching on in US in last 5 years itSMF has over 3500 members in US now There are over 37 Local Interest Groups (up from 5 in 2001) Significant number of success stories emerging Early Success Stories Proctor & Gamble Caterpillar Etc. Many Financial Services Companies in process of evaluation, adoption or institutionalization All State Insurance Bank of America Washington Mutual Many others… For Our Valued Clients Entire contents © 2006 Page 16
  • 17. NAI Contact: NAI Contact: Stephanie Southall Hamid Nouri Telephone: 1 (415) 267-7650 Telephone: 1 (415) 267-7612 Facsimile: 1 (415) 267-7677 Facsimile: 1 (415) 267-6127 Email: Email: For Our Valued Clients Entire contents © 2006 Page 17