The History of the IT Department
The ITIL® History, Benefits and Errors
The ITIL® Version 2
ITIL Commercial-off-the-shelf (COTS) Solutions
The ITIL® Version 3
Chief Executive/Operations/Technology/Information/Architects Officers
Understanding of IT Department responsibilities and objectives
IT Department “History”
The IT Department emerged in the early 60s and it grew at
warp speed with a voracious appetite for “high-cost” IT
products (DBMS,CMS, CRMs, ERPs, SCMs, etc).
To stop the increasingly expensive IT binges, the UK
Government publishes a “diet” in the early 90s - ITIL.
Almost simultaneously, a new branch of the IT industry
emerged focused “low-cost” products – open-source.
In 2000 IT Department across the world are forced to go on a
“low-cost” diet because of the Tech bubble crash.
At the end of 2007, few IT departments switched to a
balanced “diet”. The large majority of organizations are still
too afraid of “managing the change” and thus plagued by
information silos, legacy technology, lost credibility and a
geek-manager communication gap. The binge is back!
The ITIL Framework (IT Diet)
Margaret Thatcher’s second term (1983–1987) put government
under direct mandate to increase effectiveness by lowering the
costs of expenditure. UK’s Central Computer and Communications Agency
(CCTA) managed an £8 billion budget. To comply it mandate
decided to create a method to increase efficiency and
effectiveness for IT projects.
Early 80s 1986
British Gov A task force is 1989
1992 2001 2007
decides to create created to define SLM book is
GITIM is released ITIL v2 is released ITIL v3 is released
IT delivery the plan to create published
Training Consulting Organizations Certification ITIL®
Common Mistakes using ITIL
Don’t Rush – ITIL® is a marathon journey. It will require
proper effort and goal management approach. Overly
aggressive objectives may lead to frustrating results. Focus
on quantifiable tasks.
Make it Simple - Unnecessary steps will lead to decrease of
the service quality. Focus on quality-of-service.
Measure it - Focus on metrics as you are thinking of the
services you want to offer. Power without control is useless.
Communicate – Share information with other departments.
Teach if necessary. Don’t move forward without support.
Budget carefully - Success is depends on being able to offer
lots of training, proper documentation and even additional
hands for the deployment period.
ITIL® v2 Service Level Management
Financial Management for IT Services
Service Delivery IT Service Continuity Management
ICT Infrastructure Mgmt. Service Desk
Security Management Problem Management
The Business Perspective Configuration
Application Management Change Management
Software Asset Mgmt.
Planning to Implement Service Management
ITIL Small-Scale Implementation (not part of the
ITIL® COTS Solutions
Assyst 6.0 PinkElephant has a program
BMC Remedy IT Service Management Suite 7.0 that allows ITIL® software
Unicenter® Service Desk r11 vendors to determine
IT Service Management 5.0
whether or not their
products meet the
Supportworks ITSM 6.0
Maximo IT Enterprise 6.0 requirements for ITIL
ITSM 4.1 compatibility as interpreted
InfraEnterprise 8.0 by Pink. These comply with
Marval MSM 6.0
ServiceCenter 6.2 Configuration, Availability,
Sostenuto ITSM 2006 Release and Service Level
ITBM Suite v7 Management.
Point of Business (POB) 21
Continual Service Improvement
Focus on all events of the service life cycle.
Introduction of Service Strategy
Service Portfolio Management
ITIL® is a method that will assist organizations to
increase efficiency and effectiveness of your IT
ITIL® needs to be looked at from a holistic
perspective focusing on larger time frames to assess
“ITIL® is BPM for the IT Department”. Use your
ITIL® project to extend the same principles to all
your organization’s principles.
M2MSys® uses ITIL® to assist its customers increase
the Return on Investment from our information
M2MSys® is a developer of next generation Health
and Human Services solutions using COTS cognitive-
event-driven information platforms,
Schedule your FREE consultation today!