ITIL CTA Presentation

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Work Smarter With ITIL
aka: fit in with IS/IT

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ITIL CTA Presentation

  1. 1. Working Smarter With ITIL aka: fit in with IS/IT aka: re-formulate your job
  2. 2. ITIL ®  -Definition <ul><li>A customizable framework for managing IT infrastructure and operations </li></ul><ul><li>Most widely accepted approach to IT service management in the world. </li></ul><ul><li>Cohesive set of best practice process </li></ul><ul><li>Uses by public and private sectors internationally </li></ul>
  3. 3. ITIL ® - History <ul><li>1980's - CCTA (UK’s Central Computer and Telecommunications Agency) </li></ul><ul><li>GITIM, Government Information Technology Infrastructure Management </li></ul><ul><li>Objective: ensuring better use of IT services and resources </li></ul>
  4. 4. ITIL ® - History <ul><li>1980s – GITIM </li></ul><ul><li>1990s – European adopted - Business and Gov’t </li></ul><ul><li>2000 – Microsoft, ITIL basis to develop Microsoft Operations Framework (MOF). </li></ul><ul><ul><li>World Wide Credibility </li></ul></ul><ul><li>2001, v 2. Service Support and Service Delivery books </li></ul><ul><ul><li>redeveloped into more concise usable volumes. </li></ul></ul><ul><li>2007 – v 3 lifecycle approach to service management </li></ul><ul><ul><li>greater emphasis on IT business integration </li></ul></ul>
  5. 5. ITIL ® - User Snapshot <ul><li>Microsoft </li></ul><ul><li>IBM </li></ul><ul><li>AT&T Solutions </li></ul><ul><li>HSBC </li></ul><ul><li>Guinness </li></ul><ul><li>Procter & Gamble </li></ul><ul><li>British Airways </li></ul><ul><li>Hewlett Packard </li></ul><ul><li>GE Capital </li></ul><ul><li>Federal Express </li></ul><ul><li>British Telecom </li></ul><ul><li>Virginia Power </li></ul><ul><li>Lucent Technologies </li></ul><ul><li>Bass Breweries </li></ul><ul><li>Cable And Wireless </li></ul><ul><li>Merrill Lynch </li></ul>
  6. 6. ITIL ® - Concepts <ul><li>'Service Strategy‘ </li></ul><ul><ul><li>aligns business and IT, the best of each </li></ul></ul><ul><li>Design </li></ul><ul><li>Service Transition </li></ul><ul><li>Service Operation </li></ul><ul><li>Continual Service Improvement. </li></ul>
  7. 7. ITIL ® - Concepts <ul><li>Training and Certification Track supports ITIL: </li></ul><ul><ul><li>Foundation </li></ul></ul><ul><ul><li>Practitioner </li></ul></ul><ul><ul><li>Manager </li></ul></ul>
  8. 8. Case Study - Background <ul><li>Organization Background </li></ul><ul><ul><li>Hybrid Centralized/de-centralized IS Organization </li></ul></ul><ul><ul><li>Many of IS staff dedicated to a Department </li></ul></ul><ul><ul><li>IS staff dedicated to applications, often one on one </li></ul></ul><ul><ul><li>IS staff and Budget shrinking </li></ul></ul><ul><ul><li>Work load increasing </li></ul></ul>
  9. 9. Case Study - Background <ul><li>Organization methods </li></ul><ul><ul><li>Reactive organization </li></ul></ul><ul><ul><li>Projects driven by most money, approved grants. </li></ul></ul><ul><ul><li>Little or no use of technology plans </li></ul></ul><ul><ul><li>Multiple Departments with similar IS projects </li></ul></ul><ul><ul><li>Short term view of projects </li></ul></ul><ul><ul><li>Project completion lengthy </li></ul></ul><ul><ul><li>Overall value of little consideration </li></ul></ul>
  10. 10. Case Study - Goals <ul><li>Eliminate duplication </li></ul><ul><li>Increase training </li></ul><ul><ul><li>Products </li></ul></ul><ul><ul><li>Applications </li></ul></ul><ul><li>Provide more value </li></ul><ul><li>Measure and validate </li></ul>
  11. 11. Re-organization <ul><li>Functional Work Groups </li></ul><ul><li>Eliminate Silos of Information </li></ul><ul><li>Open lines of Communication </li></ul><ul><li>Cross Training </li></ul><ul><li>PDMO </li></ul><ul><ul><li>Governance </li></ul></ul><ul><ul><li>Project Development </li></ul></ul><ul><ul><li>Project Management </li></ul></ul><ul><ul><li>Project Validation and accountability </li></ul></ul>
  12. 12. ITIL Summary <ul><li>Develop a plan </li></ul><ul><li>Apply best practice </li></ul><ul><li>Establish metrics </li></ul><ul><li>Validate projects and processes </li></ul>

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