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.
New York Technology Forum Demystifying ITIL Understanding ITIL Without the Hype November 1, 2005
“ 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 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”
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!