ITIL for those who Don't have the Time

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ITIL Presentation from Alex D Paul, Director ITSM, ManageEngine

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  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • Most of ITIL is really common sense.What is the goal of Incident Management?What is the goal of Problem Mgmt?Change Management?Configuration Management?
  • ITIL for those who Don't have the Time

    1. 1. ITIL For Those Who Don’t Have The Time<br />Alex D Paul <br />Product Manager<br />
    2. 2. ITIL – A Quick Backgrounder<br />
    3. 3. ITIL – Collective Knowledge<br />
    4. 4. ITIL Modules<br />Blue Book<br />Red Book<br />
    5. 5. Incident Management<br />
    6. 6. Incident Management<br />Incident is a disruption in the normal service<br />The goal of Incident Management is to restore normal services as soon as possible with resolution and recovery.<br />
    7. 7. Incident Management - Example<br />
    8. 8. Incident Management Workflow<br />Tuesday, January 8, 2008<br />
    9. 9. Problem Management<br />Eliminate The Root Cause<br />
    10. 10. Problem Management<br />The goal of Problem Management is to find the root cause of incidents and reduce the impact on business.<br />It is a proactive approach that prevents recurrence of incidents.<br />
    11. 11. Problem Management<br />
    12. 12. Problem Management Workflow<br />Tuesday, January 8, 2008<br />
    13. 13. Change Management<br />
    14. 14. Change Management<br />The goal of Change Management is to control and manage approved changes with accepted risk.<br />
    15. 15. Change Management Workflow<br />Tuesday, January 8, 2008<br />
    16. 16. CMDB<br />CMDB – Critical Servers –top down approach<br />Map services to assets and people using it<br />Cover points of failure<br />
    17. 17. What People think about ITIL <br />Complicated<br />Not for SMBs<br />Expensive<br />But Common Sense is made expensive<br />
    18. 18. After Training - Where Do I Start? <br />ITIL V3<br />ITIL V2<br /> Too much of information <br />Pink Elephant Certification<br />Pink Elephant Certification<br />ISO 20000<br />ITIL software products<br />ITIL Process consultants<br />
    19. 19. ITIL Process and Software <br />Mostly, this is the part where you get robbed<br />
    20. 20. Complex Software<br />
    21. 21. ITIL Versions – What is right for me?<br />
    22. 22. ITIL V3<br />ITIL V3 gets more focus on BSM<br />Core Modules<br />
    23. 23. How ITIL V3 relates to V2<br />
    24. 24. Take a minute to think<br />Why is ITIL software so expensive.<br />What are my options?<br />
    25. 25. Get Your Answers<br />Run a comparison and get your own answers<br />
    26. 26. Get The Complete Picture<br />
    27. 27. ServiceDesk Plus and ITIL<br />ServiceDesk Plus comes with <br />ITIL ready framework<br />Incident Management<br />Problem Management<br />Change Management<br />CMDB<br />No Expensive Consultants Required<br />
    28. 28. Thank You<br />

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