up to 48%" (source: Gartner).

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  • The bullet points speak for themselves, but let me add a little to this slide: With eSupport, it does not matter when your support center is open, as end users can utilize the tools to resolve their own issues Self-healing software can resolve some issues with end users, even if they don’t know something is wrong Analysts can gain information quicker, with more accuracy Minimize the amount of costly technician visits
  • ITIL is a well established, easily accessible, affordable process model for IT service management that is built around a set of best practices. A well-established service and consulting industry has been built around ITIL, especially in Europe. 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 is more-prescriptive about the tasks involved in those processes and, as such, its primary target audience is IT and service management. ITIL's structure enables incremental adoption , which facilitates continuous improvement. ITIL has a much narrower scope than CobiT (Control Objectives for Information and Related Technology), but CobiT and ITIL are not mutually exclusive and can be combined to provide a powerful IT governance, control and best-practice framework in IT service management.

Transcript

  • 1. New York Technology Forum Demystifying ITIL Understanding ITIL Without the Hype November 1, 2005
  • 2. Agenda
    • Introduction
    • Industry Trends
    • What is ITIL?
    • ITSM Defined
    • The ITIL Framework
    • Should you adopt ITIL for your Company?
    • Q&A
  • 3. Industry Trends
    • Influence of process standards
      • ISO9000, Capability Maturity Model (CMM), Six Sigma
    • Government regulations
      • Sarbanes-Oxley
      • HIPAA
    • Movement to IT Service Management as a comprehensive framework for service delivery
  • 4. 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
  • 5. 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”
  • 6. ITIL Objectives
    • Optimize resources Utilization
    • Reduce Costs
    • Improve Availability
    • Tune Capacity
    • Increase Throughput
    • Improve Scalability
  • 7. 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 …
  • 8. IT Service Management Business Benefits
    • Reduced costs
      • “ Best practices are the key to cost reduction, with potential savings of up to 48%” (source: Gartner)
    • Improved agility
    • 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
  • 9. 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
  • 10. ITIL Organizational Structure Core of ITIL
    • 7 Modules
    • Service Delivery
    • Service Support
    • ICT Infrastructure Management
    • Planning to Implement Service Management
    • Application Management
    • The Business Perspective
    • Security Management
  • 11. ITIL Organizational Structure The Heart of the Process Framework
      • Incident Management
      • Problem Management
      • Change Management
      • Configuration Management
      • Release Management
      • Availability Management
      • Capacity Management
      • Continuity Management
      • Financial Management
      • Service Level Management
    SERVICE SUPPORT LIBRARY SERVICE DELIVERY LIBRARY
  • 12. ITIL Processes Service Delivery
    • Strategic
    • 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?
  • 13. 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
  • 14. ITIL Driven Cost Reductions Direct and Indirect
    • Direct
    • 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
    • Automation
    • Indirect
    • Reduced peer support
    • Standardization
    • Consolidation
    • Non-IT staff more productive
    • Improved availability
    • Managing appropriate expectations
    • Improved efficiency of security and business continuity planning processes
    • Improved IT governance
    • Drives continual improvement
  • 15. 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
  • 16. 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.
  • 17. 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
  • 18. 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
  • 19. 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”
  • 20.
    • 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
  • 21. 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!
  • 22. Questions?