With apologies to Wiley Publishing…<br />ITIL<br />for<br />Dr Malcolm MurrayDurham University<br />
2<br />Learning Outcomes<br />Understand what ITIL is<br />High level view of the key parts<br /> Know the interface betwe...
What is ITIL?<br />
4<br />Define thyself...<br />ITIL® is the only consistent and comprehensive documentation of best practice for IT Service...
5<br />A framework<br />ITIL provides a systematic and professional approach to the management of IT service provision. <b...
6<br />ITIL in plain English<br />A series of books…<br />The ITInfrastructure Library<br />…and badges<br />Supporting Pr...
7<br />Claimed Benefits of ITIL<br /><ul><li>Reduced costs
Improved IT services through the use of proven best practice processes
Improved customer satisfaction through a more professional approach to service delivery, standards and guidance
Improved productivity
Improved use of skills and experience
Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service deliv...
             -ingmurdering?ITIL v2<br />8<br />The IT Infrastructure Library An Introductory Overview of ITIL® Version 2.0...
Which Version?<br />ITIL started in the 1980sITIL v3 released in 2009<br />9<br />Many still using ITIL v2<br />
The House of ITIL v2<br />10<br />Image Source: Basel Consulting Group http://p13957.typo3server.info/fileadmin/media/micr...
Version 2<br />11<br />Service Desk<br />Incident<br />Mgmt<br />Service Level Mgmt<br />Problem Mgmt<br />Availability Mg...
ITIL v2 Service Delivery Mind Map<br />12<br />http://itsmdoc.googlepages.com/ITIL_Service_Delivery.mmap<br />
ITIL v2 Service Support Mind Map<br />13<br />http://itsmdoc.googlepages.com/ITIL_Service_Support.mmap<br />
ITIL v3 as a Mind Map<br />14<br />http://itsmdoc.googlepages.com/ITILV3.mmap<br />
ITIL v3 Service Operation<br />15<br />
Dangers<br />16<br />ITIL generates a lot of acronyms...<br />http://www.best-management-practice.com/gempdf/ITIL_Glossary...
ITIL & Change<br />
Where Change Happenz in ITIL v2<br />Incident Management<br />RFC as an output from a user’s Service Desk call<br />Busine...
Change Management<br />Aim<br />Minimise the adverse impacts of change<br />Ensure standard methods and procedures are use...
Change Management Process<br />Raise (record) a change<br />Assess the impact, benefit, cost & risk<br />Develop business ...
Software<br />Roll your own with SharePoint<br />Part of a full solution – Remedy<br />“other solutions are available”<br ...
22<br />
23<br />
ITIL & Projects<br />
Project Management<br />Not part of the ITIL framework<br />25<br />ITIL can’tensure that your project will succeed...<br ...
ITIL & Service Level Management<br />
Service Level Management<br />Aims<br />Maintain & gradually improve IT service quality<br />Constant agreed cycle of moni...
Service Level Management Process<br />Establish Function of the Service<br />Compile Service Catalogue (incl. Owners)<br /...
Service Level Agreements<br />Agreed between<br />Service Owner<br />Customer Representative<br />Where to start<br />Inte...
Measuring e-Learning<br />Developing metrics for assessing the performance of a Learning Environment<br />30<br />This wil...
Wisdom of the crowd<br />
Experiences from the group<br />Anything you’d like to share?<br />32<br />
33<br />Picture from Durham<br />What are we doing?<br />A lot of talking<br />A lot of training<br />Considerable investm...
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HeLf ITIL Presentation

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A low-graphics version of a presentation I gave to the Heads of e-Learning Forum at the University of the West of England on the 10th of March 2010.
This presentation was to provide an introduction to the ITIL framework for service management.

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  • The Office of Government Commerce (OGC) is an independent office of HM Treasury, established to help Government deliver best value from its spending.
  • OGC withdrawing support for ITIL v2, process to complete by 30th June 2011http://www.ogc.gov.uk/itil_ogc_withdrawal_of_itil_version2.asp
  • Users via SD, Customer via BRM
  • HeLf ITIL Presentation

    1. 1. With apologies to Wiley Publishing…<br />ITIL<br />for<br />Dr Malcolm MurrayDurham University<br />
    2. 2. 2<br />Learning Outcomes<br />Understand what ITIL is<br />High level view of the key parts<br /> Know the interface between ITIL and<br />Change Management<br />Project Management<br />Service Level Management<br />Share the experience of the group<br />
    3. 3. What is ITIL?<br />
    4. 4. 4<br />Define thyself...<br />ITIL® is the only consistent and comprehensive documentation of best practice for IT Service Management<br />ITIL consists of a series of books giving guidance on the provision of quality IT services, and on the accommodation and environmental facilities needed to support IT.<br />http://www.itil-officialsite.com/AboutITIL/WhatisITIL.asp<br />
    5. 5. 5<br />A framework<br />ITIL provides a systematic and professional approach to the management of IT service provision. <br />http://www.itil-officialsite.com/AboutITIL/WhatisITIL.asp<br />ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.<br />http://www.itil-officialsite.com/home/home.asp<br />
    6. 6. 6<br />ITIL in plain English<br />A series of books…<br />The ITInfrastructure Library<br />…and badges<br />Supporting Professional Qualification Scheme<br />http://upload.wikimedia.org/wikipedia/commons/thumb/f/f9/Wearer_of_an_ITIL_Foundation_Certificate_pin.jpg/220px-Wearer_of_an_ITIL_Foundation_Certificate_pin.jpg<br />
    7. 7. 7<br />Claimed Benefits of ITIL<br /><ul><li>Reduced costs
    8. 8. Improved IT services through the use of proven best practice processes
    9. 9. Improved customer satisfaction through a more professional approach to service delivery, standards and guidance
    10. 10. Improved productivity
    11. 11. Improved use of skills and experience
    12. 12. Improved delivery of third party services through the specification of ITIL or ISO 20000 as the standard for service delivery in services procurements.</li></ul>http://www.itil-officialsite.com/AboutITIL/WhatisITIL.asp<br />
    13. 13. -ingmurdering?ITIL v2<br />8<br />The IT Infrastructure Library An Introductory Overview of ITIL® Version 2.0<br />Colin Rudd<br />ISBN 0-9543521-9-X<br />published in the UK by the IT Service Management Forum Limited<br />9 780954 352196<br />http://www.wordle.net/create<br />
    14. 14. Which Version?<br />ITIL started in the 1980sITIL v3 released in 2009<br />9<br />Many still using ITIL v2<br />
    15. 15. The House of ITIL v2<br />10<br />Image Source: Basel Consulting Group http://p13957.typo3server.info/fileadmin/media/microsite/engl/itil/itil_startframe.htm<br />
    16. 16. Version 2<br />11<br />Service Desk<br />Incident<br />Mgmt<br />Service Level Mgmt<br />Problem Mgmt<br />Availability Mgmt<br />Service Delivery<br />Service Support<br />Financial Mgmt<br />Release<br />Mgmt<br />Capacity Mgmt<br />Change<br />Mgmt<br />Service Continuity Mgmt<br />Configuration<br />Mgmt<br />After: http://www.securityfocus.com/foundations/images/itil-figure1.jpg<br />
    17. 17. ITIL v2 Service Delivery Mind Map<br />12<br />http://itsmdoc.googlepages.com/ITIL_Service_Delivery.mmap<br />
    18. 18. ITIL v2 Service Support Mind Map<br />13<br />http://itsmdoc.googlepages.com/ITIL_Service_Support.mmap<br />
    19. 19. ITIL v3 as a Mind Map<br />14<br />http://itsmdoc.googlepages.com/ITILV3.mmap<br />
    20. 20. ITIL v3 Service Operation<br />15<br />
    21. 21. Dangers<br />16<br />ITIL generates a lot of acronyms...<br />http://www.best-management-practice.com/gempdf/ITIL_Glossary_V3_1_24.pdf<br />
    22. 22. ITIL & Change<br />
    23. 23. Where Change Happenz in ITIL v2<br />Incident Management<br />RFC as an output from a user’s Service Desk call<br />Business Relationship Management<br />Customers make a RFC<br />Problem Management<br />Trigger a RFC as an output<br />Change Management<br />Process for RFCs<br />Trigger a RFC as an output<br />Release Management<br />May be required whilst making a change<br />18<br />
    24. 24. Change Management<br />Aim<br />Minimise the adverse impacts of change<br />Ensure standard methods and procedures are used<br />Assess the benefit of change vs. risk and cost<br />19<br />
    25. 25. Change Management Process<br />Raise (record) a change<br />Assess the impact, benefit, cost & risk<br />Develop business case<br />Obtain approval (CAB)<br />Manage change implementation<br />Monitor and report<br />Close and review<br />20<br />
    26. 26. Software<br />Roll your own with SharePoint<br />Part of a full solution – Remedy<br />“other solutions are available”<br />21<br />ITIL is a framework, a set of ‘Best Practice’ guidelines. It is not a standard. Consequently no company, tool, project or person could be ‘certified ITIL compliant’.<br />Brooks (2009)<br />ITIL Software Scheme Report available at http://www.itil-officialsite.com/nmsruntime/saveasdialog.asp?lID=769&sID=212<br />
    27. 27. 22<br />
    28. 28. 23<br />
    29. 29. ITIL & Projects<br />
    30. 30. Project Management<br />Not part of the ITIL framework<br />25<br />ITIL can’tensure that your project will succeed...<br />...but ITIL change management might stop it inadvertently breaking something (everything) else<br />
    31. 31. ITIL & Service Level Management<br />
    32. 32. Service Level Management<br />Aims<br />Maintain & gradually improve IT service quality<br />Constant agreed cycle of monitoring & reporting achievement<br />Action to eradicate poor service<br />27<br />
    33. 33. Service Level Management Process<br />Establish Function of the Service<br />Compile Service Catalogue (incl. Owners)<br />Establish Service Level Requirements<br />Draft, Agree & Implement SLAs<br />Manage the Ongoing Process<br />Periodic Review<br />28<br />
    34. 34. Service Level Agreements<br />Agreed between<br />Service Owner<br />Customer Representative<br />Where to start<br />Internal service targets?<br />Build SLAs from these<br />29<br />
    35. 35. Measuring e-Learning<br />Developing metrics for assessing the performance of a Learning Environment<br />30<br />This will form the substance of the ITIL discussion this afternoon<br />
    36. 36. Wisdom of the crowd<br />
    37. 37. Experiences from the group<br />Anything you’d like to share?<br />32<br />
    38. 38. 33<br />Picture from Durham<br />What are we doing?<br />A lot of talking<br />A lot of training<br />Considerable investment<br />upfront<br />long term: new staff; v2 to v3; v4 etc...<br />Refining processes<br />Service Improvement Projects<br />Talking to customers<br />Talking to IT Staff<br />
    39. 39. Cultural Change<br />“Restore service as quickly as possible” vs.“Find and fix the root cause”<br />Most IT staff prefer technologyover process<br />Initially about as popular as documentation<br />34<br />http://gapingvoid.com/2007/05/19/technology-changes/<br />
    40. 40. Conclusion<br />35<br />ITIL is<br /><ul><li>A framework for IT service provision
    41. 41. Books & badges</li></ul>ITIL has processes for many aspects, including<br /><ul><li>Change Management
    42. 42. Service Level Management</li></ul>but not<br /><ul><li>Project Management</li></li></ul><li>Further Information<br />Official ITIL website:<br />http://www.itil-officialsite.com/home/home.asp<br />IT Service Management Forum<br />http://www.itsmf.co.uk/<br />ITIL v3 Pocket Book<br />http://www.best-management-practice.com/gempdf/itSMF_An_Introductory_Overview_of_ITIL_V3.pdf<br />One of many blogs<br />http://itservicemngmt.blogspot.com<br />36<br />
    43. 43. Thanks.Any further questions?<br />
    44. 44. 38<br />Dr Malcolm Murray FRGS FHEA CMALT<br />Learning Technologies Team Leader<br />IT Service<br />Durham University<br />Email: malcolm.murray@durham.ac.uk<br />bye<br />
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