ITIL For Those Who Don’t Have
The Time
Alex D Paul

Agenda
• ITIL in an era of people who don’t have the
time
• What do people think about ITIL?
• Breaking the ITIL Mould, The ManageEngine
Way
• A Nose Dive into ITIL Implementation

New Heroes Don’t Have Time
•Impatient - Want Results Now
•Quick, Easy & Reliable
•Products are built for people who don’t have time

What People think about ITIL
Complicated & Time
Not for SMBs
Consuming Expensive

After Training - Where Do I Start?
ITIL V2
ITIL V3
Pink Elephant Certification
ITIL Process
ISO
consultants
20000

ITIL Process and Software
Training
Consulting
Software
&
Implementation This is where businesses are lost
in space

About ManageEngine
• Leader in low cost enterprise IT Management
software
• Products span across entire IT Management arena
• 90% of the features of the Big 4 at 10% of the price
WebNMS network management
oem-ed by Cisco, Nokia, Nortel
Networks, and telcos

Challenge: Building ITIL Software
• Built-in ITIL Processes works for 80% of businesses
• Advanced Users can customize the rest 20%
• Customization – Point & Click – no coding required

ITIL Modules
Service Delivery Service Support
(Strategy) (Operations)
• Availability • Incident
• Capacity • Problem
• Security • Change
• FMITS • Release
• SLM • CMDB
• ITSCM
Blue Book
Red Book

Incident Management

Incident Management
• Incident is a disruption in the normal service
• The goal of Incident Management is to restore
normal services as soon as possible with
resolution and recovery.

Incident Management - Example

Incidents and Workarounds
Search for resolutions
from the Incident
1
Search and Copy Resolutions
based on keywords in
incident
2

Problem Management

Problem Management
• The goal of Problem Management is to find
the root cause of incidents and reduce the
impact on business.
• It is a proactive approach that prevents
recurrence of incidents.

Problem Management

Problem Management - SDP
Problem Record
1
Problem Management Process
With analysis
2
2
How many incidents can be
closed if this problem is closed

Change Management

Change Management
• The goal of Change Management is to control and
manage approved changes with accepted risk.

Change Management Implementation
Change Record with Process
1 tabs
3
2
Change Plan
Process
CAB Approvals
4
Release Management

Forward Schedule of Changes

CMDB
• Don’t Complicate CMDB
• Implement CMDB start from Critical Servers –
• Map services to assets and people using it
• Cover points of failure

CMDB
3
2
1
Paid software in
the assets
Which Business Service How many Users will be affected
Depends on this asset if this asset fails?

ITIL Versions – What is right for me?

ITIL V3
ITIL V3 gets more focus on BSM
Core Modules
Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement

How ITIL V3 relates to V2
Service Service Service Service Continual
Strategy Design Transition Operation Improvement
Serv.
Availability Serv.
Portfolio Change Incident
Mgmt Reporting
mgmt
Capacity
Financial
Release Problem Service Mgmt
Management Mgmt
Continuity Request
Configuration SLM
Mgmt Fulfillment
Security Event
SKM
Mgmt Management

Summary
• ITIL is commonly perceived as
complex, tedious and expensive
• ServiceDesk Plus has built-in ITIL Service
Support processes, that can customized
• Fast, Easy, and affordable way to ITIL

Thanks
Questions