up to 48%" (source: Gartner).Presentation Transcript
New York Technology Forum Demystifying ITIL Understanding ITIL Without the Hype November 1, 2005
What is ITIL?
The ITIL Framework
Should you adopt ITIL for your Company?
Influence of process standards
ISO9000, Capability Maturity Model (CMM), Six Sigma
Movement to IT Service Management as a comprehensive framework for service delivery
What is ITIL? Information Technology Infrastructure Library
Documented set of best practices for IT Service Management
Originated and maintained in the UK by the Office of Government Commerce (OGC)
Written by consultants, vendors, IT practitioners
Process-based approach to IT service delivery that is internationally accepted and recognized
Active international user group, the IT Service Management Forum (itSMF)
Over 200,000 copies of the library have been sold world-wide
Originally published nearly 20 years ago, ITIL was refreshed in 2001 to reflect current best practices
ITIL Defined Information Technology Infrastructure Library
Framework that provides a “ common sense ”, structured approach
ITIL was developed to be process-driven
Scalable and Flexible
SME’s to Global Multi-National
ITIL is not a standard
Tools, Processes, People cannot be “ITIL compliant”
Optimize resources Utilization
What is ITSM Information Technology Service Management
Are customer and business-focused and process-driven
Meet cost targets
Enable achievement of performance targets as defined in service level agreements (SLAs)
Manage services to customers, NOT technology to users ITSM is an approach that IT organizations can utilize to design, build, integrate, manage, and evolve quality IT services that …
IT Service Management Business Benefits
“ Best practices are the key to cost reduction, with potential savings of up to 48%” (source: Gartner)
Increased IT customer satisfaction
Well-linked and well-understood handoffs between IT processes means that customers and their problems don’t “fall through the cracks,” providing consistent and more predictable IT services
Strong business partnerships
Expectations are clear throughout the value chain
Built-in quality improvements
Process and Structure Focus on the Business and the Customer From silos… … to a focus on end-to-end service delivery Application Development DBAs Network Technicians Production Control Desktop Technicians Help Desk OOPS BREAK MISSED KLUDGE BLAME Multidisciplinary Team Process Step 1 Step 2 Step 4 Result COLLABORATION CONSISTENCY RELIABILITY EFFICIENCY Source: Gartner
ITIL Organizational Structure Core of ITIL
ICT Infrastructure Management
Planning to Implement Service Management
The Business Perspective
ITIL Organizational Structure The Heart of the Process Framework
Service Level Management
SERVICE SUPPORT LIBRARY SERVICE DELIVERY LIBRARY
ITIL Processes Service Delivery
Medium to longer term management cycles
Focus on specific services
What are the business requirements?
How do we structure services to meet these?
What level of quality do we need and how do we achieve it?
ITIL Processes Service Support
Operational / Tactical
Short to medium-term management cycles
Focus on control of the infrastructure
Maintain flexibility of the infrastructure
A basis for Service Delivery
ITIL Driven Cost Reductions Direct and Indirect
Reduced cost of incident resolution
Reduced self-inflicted incidents via integrated and reliable change
Increased productivity of IT staff
Improved asset utilization, life cycle management and accurate software licensing costs
Reduced service cycle times
End-to-end service cost optimization
Reduced peer support
Non-IT staff more productive
Managing appropriate expectations
Improved efficiency of security and business continuity planning processes
Improved IT governance
Drives continual improvement
ITIL Certification Foundation Certificate In IT Service Management Service Support Service Delivery Service Level & Financial Management Capacity, Availability & Service Continuity Management Configuration, Change & Release Management Service Desk, Incident & Problem Management PRACTITIONER’S CERTIFICATE PRACTITIONER’S CERTIFICATE PRACTITIONER’S CERTIFICATE PRACTITIONER’S CERTIFICATE Master’s Certificate in IT Service Management
Do We Need ITIL? Is our Help Desk Terminology ITIL Compliant?
Help Desk = Service Desk
Issues / Service Requests = Incidents
Root Cause Analysis = Problem Mgmt.
Asset Tracking = Configuration Mgmt.
Change Mgmt. = Change Mgmt.
Software Rollouts = Release Mgmt.
Disaster Recovery = IT Service Continuity Mgmt.
Do We Need ITIL? Are our Help Desk Processes “Aligned” with ITIL?
Incident Mgmt. – Restore normal service operation as quickly as possible
Problem Mgmt. – Prevent recurrence of Incidents
Service Level Mgmt. – Adherence to SLA’s and OLA’s
Change Mgmt. – Ensures standardized methods and procedures are used
Is ITIL Right for Us? Should you Implement in your Help Desk?
ITIL is not an alternative framework, but:
Builds on what has already been started and are doing well
Not an obscure theory, but guidelines based on what has been proven to work
At the core of what we do, not an add-on
ITIL is a well established, easily accessible, affordable process model for IT service management that is built around a set of best practices.
ITIL is better known for its back-office operational process definitions than for its application management processes.
ITIL is based on defining best-practice processes for IT service delivery and support, rather than defining a broad-based control framework.
ITIL's structure enables incremental adoption, which facilitates continuous improvement.
Source: Gartner Research
If you Implement ITIL IT Organizations Need To….
Evaluate and align IT core competencies and the value added to the overall business mission
Improve their customer value through excellent service
Hire, train and retain talented IT resources
Provide more proactive services
Deliver a total system of IT Service Management
Meet new standards and regulations
Get the book “Planning to Implement Service Management”
Gain Senior Management buy-in
Tools alone do not solve problems
If it isn’t broken, don’t fix it
Organizations should adopt the guidelines, principles and concepts of ITIL, and adapt to fit their own environment
Take one step at a time
Communicate and sell at all stages
Be prepared for Change
The Secrets of Success Successful use of ITIL
Moving Forward Recommendations Source: Gartner Measure IT costs and relate results to process analysis to find saving and improvement opportunities for optimization. Seek opportunities to learn from and copy best-practice processes. Success in IT service management is based on repeatable processes. Use ITIL as the basis for IT operational processes and then focus on continually improving them. IT service management requires fundamental cultural and behavioral change. Pay careful attention to organizational change management issues. IT service management will be a prerequisite for demonstrating business value. Success requires commitment and perseverance. Start now!