INTRODUCING
ITIL
A JOURNEY AT A SINGAPORE SUBSIDIARY OF A
JAPANESE MNC
& PRACTICAL CONSIDERATIONS
CONTENTS
1. Who is ADEKA?
1. ADEKA Singapore?
2. IT at ADEKA Singapore
1. History of the IT dept
2. Before ITIL
3. The ITI...
WHO IS ADEKA?
• Member of the Furukawa conglomerate in Japan
• Established in 1917 – 1st mission, the manufacture of
NaOH
...
ADEKA PRODUCTS
ADEKA PRODUCTS
ADEKA PRODUCTS
LIST OF ADK
PRODUCTS
ADEKA SINGAPORE
ADS IT
ADEKA SINGAPORE
AKA ADS
• 1st Overseas subsidiary
• Found in 1988
• Manufactures edible fats and oils, margarine, frozen
d...
A LITTLE MORE ON IT
IN ADS
• IT was not planned but came about organically
• Started as a 1 person team, and expanded. Now...
ADS IT PORTFOLIO
• Servers (~55 VMs production + non production)
• Physical + Virtualized Clustered Server Farm
• Network
...
BEFORE ITIL
• Handled issues as they surfaced
• Different contact persons for issues
• Many more complains from users
• IT...
LIFE BEFORE ITIL
• Took everyday as it came
• Found it hard to keep track of all issues
• Didn’t have a record of issues a...
POSSIBLE REASONS WHY
ITIL WASN’T ADOPTED
• IT seemed to work well enough
• There was some degree of acceptance that IT is ...
YOUR ITIL JOURNEY
BEGINS WITH YOU
• Wondered if there was a better way
• To not have to constantly fight fires
• Improve t...
MY TARGETS
1. Improve the speed of resolution
2. Reduce the number of incidences
To not fight fire
continuously
Improve th...
1.IMPROVE SPEED OF
RESOLUTION
• Internal escalation targets
• Incident prioritization
• Improve speed of diagnosis
• i.e. ...
2.REDUCE NUMBER
OF INCIDENTS
• Problem management
• Business relationship management
• Maintaining customer relationshops
...
ITIL COMPONENTS
ADOPTED
• Service Transition
• Change management
• Service Asset and Configuration Management
• Knowledge ...
NEXT STEPS
• Process design
• Steps
• Role clarification
• Tool selection and implementation
• Search and try tools and de...
PROCESS DESIGN -
STEPS
• Used the ITIL best practice as a benchmark to review our
own processes
• Opportunity to inform ou...
PROCESS DESIGN –
ROLE CLARIFICATION
• Being a small setup, everyone has to wear multiple hats
Role IT Manager Engineers
In...
NEXT STEPS
• Process design
• Steps
• Role clarification
• Tool selection and implementation
• Search and try tools and de...
THE SEARCH FOR A
TOOL
• Back when I searched for a tool, it was mostly on-premise
• Nowadays we have cloud based options
•...
SOFTWARE
COSTS/SELECTION
DRIVERS
Fit with
Objectives
Start-up
Costs
On-going
support costs
Cost to adapt
to business
chang...
SOFTWARE COSTS TO
TAKE NOTE OF
http://www.theboxbuilder.com/Web/en/Beneficios/coste.html
ADS TOOL SELECTION
CRITERIA
• Support for ITIL process we intend to adopt
• Ease of maintenance
• Ease of configuration, u...
HOW WE CARRIED
OUT THE SEARCH
Search
Try
EvaluateBuy?
WE CHOSE
MANAGEENGINE
ManageEngine ServiceDesk Plus
CONFIGURATION
CHALLENGES
• Coming up with our internal Service Level Agreements
• What is acceptable or expected?
• Decidi...
NEXT STEPS
• Process design
• Steps
• Role clarification
• Tool selection and implementation
• Search and try tools and de...
COMPLEMENTARY TO-
DOS
• Remote control tool
• Needed a reliable, easy-to-use remote control tool
• Makes incident resoluti...
POST IMPLEMENTATION
CHALLENGES
• Getting users to take ownership of their issues
• Users not reporting issues
• Users not ...
CHANGE
MANAGEMENT
• How will you introduce the changes?
• How do the stakeholders feel? How much trust and
goodwill have y...
BENEFITS OF ITIL TO
ADS IT
• Improved productivity and effectiveness
• Software asset management audits are so much easier...
IN CLOSE
• ITIL is about
• Organizational change
• Heavy on processes
• Are your people ready?
• Your org maturity will af...
Upcoming SlideShare
Loading in …5
×

ADEKA's ITIL Journey

689 views
448 views

Published on

Presented by Mr Nigel Lim, IT Manager at ADEKA Singapore at ITSM Community of Practice (CoP): A journey of introducing ITIL in the Singapore office of a Japanese MNC - practical considerations on 8 Aug 2014.

Published in: Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
689
On SlideShare
0
From Embeds
0
Number of Embeds
21
Actions
Shares
0
Downloads
17
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

ADEKA's ITIL Journey

  1. 1. INTRODUCING ITIL A JOURNEY AT A SINGAPORE SUBSIDIARY OF A JAPANESE MNC & PRACTICAL CONSIDERATIONS
  2. 2. CONTENTS 1. Who is ADEKA? 1. ADEKA Singapore? 2. IT at ADEKA Singapore 1. History of the IT dept 2. Before ITIL 3. The ITIL Journey 1. Learning about ITIL 2. Preparing for ITIL 3. Introducing ITIL 4. After implementation round #1 4. Benefits of ITIL for ADEKA Singapore
  3. 3. WHO IS ADEKA? • Member of the Furukawa conglomerate in Japan • Established in 1917 – 1st mission, the manufacture of NaOH • 2 lines of businesses – Chemicals and Food
  4. 4. ADEKA PRODUCTS
  5. 5. ADEKA PRODUCTS
  6. 6. ADEKA PRODUCTS
  7. 7. LIST OF ADK PRODUCTS
  8. 8. ADEKA SINGAPORE
  9. 9. ADS IT
  10. 10. ADEKA SINGAPORE AKA ADS • 1st Overseas subsidiary • Found in 1988 • Manufactures edible fats and oils, margarine, frozen dough, etc • IT function was officially founded after year 2003 • 15 years after its founding • HQ’s approach to IT is decentralized
  11. 11. A LITTLE MORE ON IT IN ADS • IT was not planned but came about organically • Started as a 1 person team, and expanded. Now 3 persons • Objectives • Keep the lights on • Help employees with IT • Execute IT related project • Introduced top down
  12. 12. ADS IT PORTFOLIO • Servers (~55 VMs production + non production) • Physical + Virtualized Clustered Server Farm • Network • Fibre links, ring config, ~ 30 managed switches • End user computer • ~ 55 laptops and desktops over >5 offices locations
  13. 13. BEFORE ITIL • Handled issues as they surfaced • Different contact persons for issues • Many more complains from users • IT takes a long time to solve my issues • IT also had its complains • We are fighting fire everyday • Tired running around
  14. 14. LIFE BEFORE ITIL • Took everyday as it came • Found it hard to keep track of all issues • Didn’t have a record of issues and their resolution
  15. 15. POSSIBLE REASONS WHY ITIL WASN’T ADOPTED • IT seemed to work well enough • There was some degree of acceptance that IT is like that • IT is thought to be just difficult to manage • Everyone used to seeing fire fighting • Being busy seems like a good indicator of productivity • IT is foreign so bosses spend more time on things they are familiar with
  16. 16. YOUR ITIL JOURNEY BEGINS WITH YOU • Wondered if there was a better way • To not have to constantly fight fires • Improve the image of IT • Education/Training was key • ITIL v3 Foundation • Operational Support and Analysis • Service Offerings and Agreements
  17. 17. MY TARGETS 1. Improve the speed of resolution 2. Reduce the number of incidences To not fight fire continuously Improve the image of IT Improve dept morale
  18. 18. 1.IMPROVE SPEED OF RESOLUTION • Internal escalation targets • Incident prioritization • Improve speed of diagnosis • i.e. via info from CMDB • Knowledge base • Not neglecting open issues • Clarify incident details (logging & categorizing) • Making incident details available to stakeholders • Correct categorization • Change management • Remote control tools
  19. 19. 2.REDUCE NUMBER OF INCIDENTS • Problem management • Business relationship management • Maintaining customer relationshops • Establish your scope of control • User education
  20. 20. ITIL COMPONENTS ADOPTED • Service Transition • Change management • Service Asset and Configuration Management • Knowledge management • Service Operations • Incident Management/Service Desk • Request fulfilment • Access management • Problem management
  21. 21. NEXT STEPS • Process design • Steps • Role clarification • Tool selection and implementation • Search and try tools and decide on one • Learn the tool • Securing budget and resources • Take care of complements • Remote control tool • Things like naming conventions, asset labelling
  22. 22. PROCESS DESIGN - STEPS • Used the ITIL best practice as a benchmark to review our own processes • Opportunity to inform our own process and to improve • Established our process reference • i.e. incident management • Log and understand incident • Categorize & prioritize incident • Initial Diagnosis of incident • Investigate • Resolve and close incident • Record resolution steps
  23. 23. PROCESS DESIGN – ROLE CLARIFICATION • Being a small setup, everyone has to wear multiple hats Role IT Manager Engineers Incident Mgmt A, R R Problem Mgmt A, R R Change Mgmt A, R R Knowledge Mgmt A, R R
  24. 24. NEXT STEPS • Process design • Steps • Role clarification • Tool selection and implementation • Search and try tools and decide on one • Learn the tool • Securing budget and resources • Take care of complements • Remote control tool • Things like naming conventions, asset labelling
  25. 25. THE SEARCH FOR A TOOL • Back when I searched for a tool, it was mostly on-premise • Nowadays we have cloud based options • Examples • The big boys • CA, BMC, HP • The smaller players • SysAid, ManageEngine/Zoho
  26. 26. SOFTWARE COSTS/SELECTION DRIVERS Fit with Objectives Start-up Costs On-going support costs Cost to adapt to business changes Useful references: Avoiding the Two Biggest Mistakes in Software TCO Analysis http://www.appian.com/blog/bpm-for-government/avoiding-the-two-biggest-mistakes-in-software-tco-analysi Total cost of ownership calculator http://www.softwareadvice.com/tco/
  27. 27. SOFTWARE COSTS TO TAKE NOTE OF http://www.theboxbuilder.com/Web/en/Beneficios/coste.html
  28. 28. ADS TOOL SELECTION CRITERIA • Support for ITIL process we intend to adopt • Ease of maintenance • Ease of configuration, use and access • Aligned with ADS tech architecture • Within budget (acquisition & maintenance costs) • Product/company track-record, roadmap, etc • Product extensibility • Reporting capabilities • Quality/cost of support
  29. 29. HOW WE CARRIED OUT THE SEARCH Search Try EvaluateBuy?
  30. 30. WE CHOSE MANAGEENGINE ManageEngine ServiceDesk Plus
  31. 31. CONFIGURATION CHALLENGES • Coming up with our internal Service Level Agreements • What is acceptable or expected? • Deciding on our Helpdesk Taxonomy • Category noun > type noun > item verb • http://www.itsmsolutions.com/newsletters/DITYvol6iss27.htm
  32. 32. NEXT STEPS • Process design • Steps • Role clarification • Tool selection and implementation • Search and try tools and decide on one • Learn the tool • Securing budget and resources • Take care of complements • Remote control tool • Things like naming conventions, asset labelling
  33. 33. COMPLEMENTARY TO- DOS • Remote control tool • Needed a reliable, easy-to-use remote control tool • Makes incident resolution process feel seemless • Speeds up resolution • Asset naming convention • Impt to ADS to get a proper setup going • Assets need to be identified • Convention needs to be meaningful to aid adoption
  34. 34. POST IMPLEMENTATION CHALLENGES • Getting users to take ownership of their issues • Users not reporting issues • Users not cooperating enough in describing issues • Do not lose sight of your goals and what time you have available • ITIL is also about organizational change. • Just how much of the organization do you intend to introduce change to?
  35. 35. CHANGE MANAGEMENT • How will you introduce the changes? • How do the stakeholders feel? How much trust and goodwill have you? • Any low-hanging fruits? Celebrations at milestones or achievements? • Do you walk your talk? • Do you & your org have enough time to take on another project? • Build in points at which to review progress
  36. 36. BENEFITS OF ITIL TO ADS IT • Improved productivity and effectiveness • Software asset management audits are so much easier • Has helped to make a case for more investments in IT
  37. 37. IN CLOSE • ITIL is about • Organizational change • Heavy on processes • Are your people ready? • Your org maturity will affect implementation ease • ITIL is a framework and not a methodology • Check out ITIL Lite by Malcom Fry • Have clear objectives • It will help you make decisions and lead when the going gets tough

×